I’ve received some great comments on my previous blog entry, Customer Help: Phone vs. Online Support and the consensus seems to be, we need both. Can you believe it’s March already? Well, I’m going to follow up to your thoughts on my last entry.
You aren’t alone in your conclusions. The support industry agrees with you.
Not too long ago, call centers were moving away from phone support to reduce costs. Larger corporations invested millions in email management solutions to drive customers to the Web. You might say, “Well, there’s nothing wrong with that,” but as these companies soon found out, some customers actually want to talk to someone.
Money talks, too. Not having the option to reach a live human dramatically reduced customer’s satisfaction and many lost business to competitors that had live support. Evidently, providing these options is important; companies are often caught in a challenge to provide superior service at an affordable price to remain competitive. I’m glad to say that we’ve made significant advances in customer service for our clients.
Speaking of customer satisfaction, we implemented a new survey that you will find a notification from time to time when you log into your application. Please take a moment to respond. It’s just two quick questions and an area for comments and shouldn’t take longer than 20 seconds. We really would like your feedback. Pictured below is what users should expect to see when we poll them for feedback:
This is a screenshot of the Infusionsoft Customer Survey.
Speaking of feedback, it’s been four months since we launched the new Fusebox and I would love to hear how it’s working out for everyone. Drop me a line and let me know. Also, if there is anything you would like for me to blog about, I sure could use some ideas otherwise I’m liable to bore you with blogs about all kinds of data. If you don’t already know this about me, I am quite the data-head. 
[...] integrated customer satisfaction surveys in our application, we survey customers after support interactions, we launched a new help center [...]
I recently found your support system to be ridged. I missed the cancelation date due to a misunderstanding of your Terms by three days, I am European and use a different date format and am now not being issued with a refund for a product I am not using. I feel ripped off by infusionsoft. I tried to cancel the subscription via the interface supplied but could not, I found that I had to email your customer support and do it manually. By the time i did this I found that my money was not going to be refunded, for a company that relies on your image on the social media networks I think you will find that I will not be recommending you to anyone because of this experience, indeed quite the opposite!
[...] needs and do our best to give them the right solution to outstanding issues. We poll random segments of our customers on a monthly basis through our software when they log in and we review all the comments. We share feedback from the [...]
[...] Customer Service and Support, 2009 proved to be a defining year. With a company-wide focus on wowing our customers through [...]
Businesses are driven by the needs of their customers. Many companies perish because they cannot align their product or service to the needs and wants of the customer. Outstanding Customer Service is an evolutionary process that must be entrenched in the company culture or the customer will go elsewhere.
Gravity Gardener
http://gravitygarden.com/build-customer-loyalty