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I would be interested to know how much time you spend doing customer support; or, rather, whether you have tried to automate any of this using existing tools (l
by nudge 16y ago
I would be interested to know how much time you spend doing customer support; or, rather, whether you have tried to automate any of this using existing tools (like getsatisfaction, or even just a faq). Or since - as you have written in the past - your customers are not particularly techno-savvy, are these tools of limited use to you, and emails are the only way to go? This might be of interest to companies with similar customers.
- patio11 16y agoI spend between 0 and 20 minutes a day on customer support for BCC, with most days (particularly in the summer) closer to zero. Previously I used something which macroed responses (20% of the issues are 80% of the time, always) but I forgot to reinstall it, and support these days is fast enough that I don't really care enough to install it again. My biggest tricks for decreasing the number are a) switching to a web app versus a downloadable app (< 10% the support burden, seriously), b) aggressively rewriting anything I need to on the interface to answer common questions before they arrive in my inbox, and c) optimizing the admin controls for common support queries. I have a support page ("FAQ? Is that Arabic?") and some self-help support tools, like a password reminder system and a Registration Key lookup. (Support issue #1 for four years running.) My impression is that they help enough to justify creating them, but they're palliatives rather than solutions. I have no desire to use GetSatisfaction or any other third party which will confuse my customers to no positive purpose.