MarbleHost.com
New member
I see a lot of discussion going on about which support options to offer and I would like to offer some additional advice.
In any business, you have to ask yourself "how much effort is too much to get a longterm customer?"
Support options should certainly not be the focus of one's business, after all, they are paying for the product, right?
This is true, but at the same time, the more options you offer, the more comfortable the customer will be.
In my opinion, even suggestions placed in your suggestions box should be treated as customer service issues because the customer wants and needs a feature that you do not offer in the way they would like it to be offered.
There is always a resolution to be found, even if not implementing every single suggestion.
Take the time to talk personally with each customer that has anything to say, whether to thank them for the compliment, let them know that their suggestion is being implemented and give them an estimated date of completion, let them know that you understand why they would like the suggestion implemented but explain why that route is not feasible at the time and then work closely with them to find a satisfactory resolution in the meantime, or even to redirect them to a feature that is already implemented that they just didn't understand.
Beyond that, what else can be done?
Obviously, your product should speak for itself, but always keep in mind that sales is customer service and vice versa.
One way to improve the product with forward-thinking customer service is to go above and beyond by having an initial and even routine survey and analysis of what the customer is trying to achieve , and make such as thorough as the customer is comfortable with.
Use that information to help the customer find the resources they need.
If they thrive, you thrive.
In my opinion, nothing is considered going too far for the customer, even though sometimes it is required to find a compromised solution.
In any business, you have to ask yourself "how much effort is too much to get a longterm customer?"
Support options should certainly not be the focus of one's business, after all, they are paying for the product, right?
This is true, but at the same time, the more options you offer, the more comfortable the customer will be.
In my opinion, even suggestions placed in your suggestions box should be treated as customer service issues because the customer wants and needs a feature that you do not offer in the way they would like it to be offered.
There is always a resolution to be found, even if not implementing every single suggestion.
Take the time to talk personally with each customer that has anything to say, whether to thank them for the compliment, let them know that their suggestion is being implemented and give them an estimated date of completion, let them know that you understand why they would like the suggestion implemented but explain why that route is not feasible at the time and then work closely with them to find a satisfactory resolution in the meantime, or even to redirect them to a feature that is already implemented that they just didn't understand.
Beyond that, what else can be done?
Obviously, your product should speak for itself, but always keep in mind that sales is customer service and vice versa.
One way to improve the product with forward-thinking customer service is to go above and beyond by having an initial and even routine survey and analysis of what the customer is trying to achieve , and make such as thorough as the customer is comfortable with.
Use that information to help the customer find the resources they need.
If they thrive, you thrive.
In my opinion, nothing is considered going too far for the customer, even though sometimes it is required to find a compromised solution.