What customers want, more than anything else, is for your support to be effective. They want an answer their request promptly, they want us to understand the problem they are having, and help them fix it. Maybe they’d also like to understand a bit about it themselves. Oh, and could you make it so that this problem doesn’t happen anymore?
Tall order. But we all know this is right, because it’s what we all want. But it’s too expensive to deliver that sort of service to everyone, right?
Delivering effective support is more cost effective than any alternative. It solves problems the first time, eliminating call-backs and telephone-tag. It understands the problem, and takes the right actions to document the work-around, file the right bug report, and make the right change to the documentation. It gets that understanding built into the product, making the product better and more valuable.
You want the virtuous cycle, or the vicious one?
The key is to create a virtuous cycle of great support, product improvement, and customer loyalty & recommendations. It’s a virtuous cycle of good will. Here are the steps:
– Do a great job of supporting your customers and understanding their problems
– Build what you learn back into your product
This is simple, but it’s not easy. And this isn’t just the job of the support team. It takes a whole company focus.