"Excellent customer service could be the most significant thing you can do."
Amen. At Wikispaces we absolutely obsessed over fast, human responses to support questions early on -- and still do. People are regularly shocked to get a response at all, let alone from a person, let alone in the span of a few minutes. That email can be the difference between getting frustrated and leaving for good vs. being a long term site user.
Its actually a relative minimum of effort to respond very quickly - drastically reduces the number of outstanding issues to track. Ignoring tracking, it takes the same total effort to answer NOW as a week from now.
Now I wish my garage mechanic/doctor would operate this way.
Comments
"Excellent customer service could be the most significant thing you can do."
Amen. At Wikispaces we absolutely obsessed over fast, human responses to support questions early on -- and still do. People are regularly shocked to get a response at all, let alone from a person, let alone in the span of a few minutes. That email can be the difference between getting frustrated and leaving for good vs. being a long term site user.
Its actually a relative minimum of effort to respond very quickly - drastically reduces the number of outstanding issues to track. Ignoring tracking, it takes the same total effort to answer NOW as a week from now. Now I wish my garage mechanic/doctor would operate this way.
Yeah. It's funny. As soon as you start doing it, it's really not that hard to keep up with.