One of the key challenges users face is understanding which sources are out of sync, why they’re out of sync, and most importantly, how to fix those issues. The integration issues can be complex—sometimes we're dealing with sources where synchronization might not be possible, or instances where the process has stopped altogether.
This is where our technical PM had to step in since my PM and I didn’t have a deep grasp of the complex backend processes. For instance, we work with a variety of integration types: OAuth, global token integrations, and access integrations. With Google and Facebook, we have OAuth integrations, meaning if we push an update, it’s likely to go through. But with platforms like Yelp and Bing, we have access integrations. Here, we need to request access, and once granted, it turns into a global token integration. This removes barriers but also adds responsibility—we have to ensure that business information doesn’t get mixed up, which could create liability issues. So, our Customer Success Managers manually verify account details to prevent mistakes.
Now, imagine being a user. You’ve asked ReviewTrackers to update your info, but it hasn’t happened yet. Our challenge is finding a way to keep you informed without overwhelming you with all the technical integration details I just shared.