Customer Support

Customer support is the range of services we offer to help our customers get the most out of your product and to resolve their problems.
Customer support includes things like answering customer questions, providing assistance with onboarding, troubleshooting, and upgrading customers to a new product or service.
Some companies interchangeably use terms such as customer service or even customer success, but while some insist on subtle nuanced differences between those fields, the larger principles should remain the same – making sure your customers get the best value possible from your product.

“Every customer should feel like they’re involved in a one-to-one conversation with a business”
Customer support should be personal. Every customer should feel like they’re involved in a one-to-one conversation with a business, not filing a one-off support ticket that isn’t treated as part of a broader relationship. As a business, this requires responding within a reasonable period of time honestly, personally and proactively.
And now, with rapid advances in automation, we can leverage tools such as Resolution Bot, which can provide the right answers to 33% of your most commonly asked questions, dramatically improving the speed and efficiency of your customer support.

Why customer support is important for your business?
Fundamentally, we believe that to grow a great product company you need:
– Happy customers
– Highly engaged customers
– Customers who stick around
– Customers who continuously provide feedback to improve the product
And each of those factors – customer happiness, engagement, loyalty and feedback – can be influenced by support more than any other function of your business.
In an era when unhappy customers can swiftly dent your reputation and have plenty of alternatives to choose from, it’s critical that you get customer support right.

“Customer happiness, engagement, loyalty and feedback can be influenced by support more than any other function of your business”
Doing it right depends on a number of factors, but at its core it’s quite simple – if you set great expectations and aim to be prompt, if you’re answering questions with the right product knowledge and if you’re doing it with a tone that backs up your brand, then you’re providing good customer support that will reap long-term benefits. But to achieve these benefits, you must carefully define your approach to customer support.