This week, Carol talks to us about how her Support team manages communication with their customers. And, how she’d love to find an easy way for one Support engineer to know that another Support engineer is currently working on a given ticket. She’s been exploring the use of WebSockets and “presence channels” as a means to provide feedback within the Support platform. And, more generally, she’s been looking into the concept of Publish and Subscribe (often referred to as Pub/Sub) as a means to push information from one service to another. We talk a lot about Pusher – a fully-managed WebSocket SaaS offering; and, consider other techniques that might be helpful.
ASIDE: I’ve been using Pusher since their beta program back in 2010 and have been super happy with their services. I’m continuing to explore ways in which I can create engaging user experiences through push technology in my applications. There’s a lot of cool stuff you can do when the server has the ability to tell proactively tell the client that the state of the application has changed.
All that and more on this week’s show:
… featuring these beautiful, beautiful people:
With audio editing and engineering by ZCross Media.
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