It may be that we get some amount of the same issues and implement improvements in the future. This is an opportunity for us to connect with customers personally and discover customers' needs more. Sometimes people need to complain, because they were expecting something different, or they have a bad mood today, or they didn't understand how the product works. It also gives us a chance to discover new user scenarios we didn't know before.Ĭomplaining. Issues in our products are not something we do on purpose, but things happen, and if something doesn't work, we want to know the soonest and fix it the fastest way possible! This is the best opportunity to catch "bugs" we didn't notice before. We make sure to share the “thank you” words with the team because this is the opportunity to be proud of our results and continue doing the great job that we do! This is the way to make our products better and solve our customer's needs in the best way.Ĭustomers also send emails of appreciation and gratitude to compliment both our products and our customer service. We collect feature requests and make sure product teams are aware of the trends and customer needs. So who can know better what people want to see in the product more than users themselves? To help you shape the picture of the volume of the interactions we have, here are some numbers from March 2021: Our users can send us a request right from the app or through the feedback form on /support.
Most of our interactions with customers are led by email. HOW IT IS WIRED Requests and opportunities *Retention & Loyalty: this is where customer support's quality makes the difference to long-term business success.
CUSTOMER SERVICE FOR PDF EXPERT BY READDLE FULL
Sometimes, our customers need help to uncover our products' full potential or find the right way to use them.
Why would you invest in great customer support when you never see your customers in person? Why not using progressive chatbots and FAQs? Cross fingers that customers will find answers they need by themselves and won’t go further to send you an email or worse - call you.Īt Readdle, we develop productivity solutions that help millions of people around the world. Having human-to-human customer support for a tech company may seem rudimentary.