Category: Thoughts on Support

Expert customer support help by people who love people.

Seeing the Same Questions Over and Over? Here’s How To Stop the Insanity.

If you’re buried in support emails from customers, stop and think about why they’re asking so many questions. Chances are, they’re asking you via email because they can’t find the answers themselves. Wouldn’t it be great to live in a world where our product explained itself, and if a customer was confused they could find…
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April 10, 2013 0

Customer Service Spotlight: Rewinery

Have you ever had to buy wine for a party of 230 people? If you haven’t, here’s some things to consider: How many drinks will each person have in the course of 3 hours? How many bottles do you need? Where will you get 230 wine glasses? And seriously: Who’s going to wash those glasses…
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October 31, 2012 0

Customer Happiness Can’t Be Measured With Bullshit

A few years ago I worked for a tech company that wanted to determine whether their customer support was “successful” and if customers were “happy.” A system was integrated that allowed customers to rate our support emails without prejudice – Let’s say we didn’t offer a feature the customer wanted. They just had to vote that…
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September 27, 2012 0