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Great businesses provide great customer service Some principles worth following: 0) Be human - personable, friendly and honestly there to help 1) Be honest a
by veesahni 11y ago
Great businesses provide great customer service
Some principles worth following:
0) Be human - personable, friendly and honestly there to help
1) Be honest and transparent with technical issues
2) Be fair with billing issues
3) Be effective. Fast responses don't help if the question isn't answered
4) Empower your team to do the right thing - most big co's fail here.
5) Keep the feedback loop between yourself and your customers tight - everybody on the team should help out on support. Lots of valuable insight can be gained here. While outsourcing makes "support questions go away" it also cuts off an important feedback loop.
- agopaul 11y agoThese are good points, but for point 3, I chose a hybrid solution. Reply quickly that your team is looking into the issue/ticket and reply later with the real answer. From personal experience with other's support systems, sending support emails and not getting an immediate feedback doesn't feel great
- jakobegger 11y agoMake sure that the initial answer is from a human, though. Your customers need to know you've received and understood their requests. An automatic reply doesn't help much.
- veesahni 11y agoAgreed. Automatic acknowledgement emails tend to result in disrupting phone notifications with very limited useful value. Where auto acks are are valuable, however, are for emails received outside of business hours. This sets expectations that you may not receive a response until the next business day.
- agopaul 11y agoI agree with you. We actually are quite proactive and usually if there is an application error/exception, we get notified via email by the application itself and immediately write to the customer that we know about the problem and we're already working to fix it.