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If you're interested in a similar post, StatusPage emailed 100 companies a few months ago and wrote it up here: http://blog.statuspage.io/customer-service-email
by codezero 10y ago
If you're interested in a similar post, StatusPage emailed 100 companies a few months ago and wrote it up here: http://blog.statuspage.io/customer-service-email http://blog.statuspage.io/customer-service-email
I'd really prefer to see the questions and depth of reply. Time to respond can be easily lower bounded by giving a shitty answer fast.
In my experience, customers are much happier with a response that takes longer, if they: 1) know it will come and 2) know it will be thorough.
- CaptSpify 10y agoAKA: auto-responding humans. IMO, it gives you an insight into the support culture of the company. If they treat support as "close as many tickets as fast as possible", then I'm gonna have a bad time. If they treat support as "Make sure the issue is solved, and the customer only has to email once or twice", then I'm interested in doing business with you.
- codezero 10y agoYep, totally agree. The StatusPage post does come to the conclusion that conditional auto-responders are very helpful. That is, if you know you won't be able to reply fast (weekend, late night, company party, etc...), let them know so you can set expectations.