4 ms·

Ask YC: Is a particular methodology of customer service advocated at YC?

I've noticed that a number of YC funded startups are known for their fanatical customer service/support. ( Posterous, Wufoo ...) PG also has the issue as #24 for startups he would like to fund: http://ycombinator.com/ideas.html Is there some institutional knowledge or methodology that YC has that is specifically useful for web startups? Does anybody else have good systems that ensure quality customer service?

pg 18y ago
To us, Wufoo is the model for customer service. So the one sentence version is: do whatever Wufoo does. The most conspicuous thing they do is to respond very rapidly. Meaning in minutes. But they are not just fast. They listen to their users, and understanding what they need guides their future development. That's probably the most important thing to know about customer service. It's not just something to make users feel better. It's an incomparably valuable source of information. One of the reasons we advocate launching quickly is to get access to this information quickly.
- ken 18y ago
  I've seen the same from Tipjoy. I got better support from Ivan in 20 minutes than most tech companies provide in any amount of time.
  - ivankirigin 18y ago
    Wow, thanks :)
deleted 18y ago
[deleted]
deleted 18y ago
[deleted]