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How Your Startup Can Deliver Support That Will Increase Sales
- patio11 16y agoAs implied by Kevin at Wufoo, repetitive support requests are a form of waste, since a solution would have saved the time for both you and your customer. I've closed an A/B test or two which was indecisive in terms of impact on sales in favor of the one which caused less support requests. I think one of them in particular (ditching the downloadable version, which literally cut my support load to 10%) probably saved my life this October -- I added something like 20k trials and at previous rates that would have crushed me.
- jasonlbaptiste 16y agoyup, great points. the biggest difference between machine and human scaling is evident here. You can spawn up ec2 instances fairly fast to accomodate for machine bottlenecks ie-20k more users. Spawning up the support staff for that is nearly impossible, you'd just drown.
- stakent 16y agoI suggest that all tickets are made public and viewable by users. No. Don't do that. If I pay for the service I do expect confidentiality of my support request.
- jasonlbaptiste 16y agoWe had that happen the other day and they emailed us. A good alternative would be: mark this as private request. Depends on the company, service, issue,etc.
- stakent 16y agoAnd what did you put in Terms of Service.
- jasonlbaptiste 16y agoyou misunderstood. they didnt want to make the issue public, so they emailed us. they didnt post, thinking it was private and it was public.