What Customer Support Should be…
My experiences with my webhost (ixwebhosting.com) the last year (and especially the last few days) have been abysmal. Really the only reason why I’ve stuck with them is because I haven’t had the time to research and switch hosts. Now I do. Probably next week I’m going to be taking the plunge and transferring all my sites.
In my opinion, what makes or breaks a company (or any organization for that matter) is customer support. Probably more than ever - word of mouth matters - if you have crappy front line customer support it doesn’t matter how stellar the rest of your business is - your business/organization will suffer.
So, here’s my list of what customer support should be:
1. Don’t keep me waiting.
Whatever way you offer support, long delays mean I get unhappy. Don’t have an answer for the question I’ve asked - write, “we don’t have an answer yet but we’re looking into it” but DON’T say/write nothing. In today’s world more than ever, time = currency. I’m not just paying money for your product/service but I’m also paying time because there was a problem. You better balance out that time in coming up with a solution!
