- Make it as hard as possible to reach customer support by gating the support form with lots and lots of FAQs
- Try to reply using templates as much as possible
- Outsource support to inexpensive workers
- Separate support staff from the engineering team so that engineers do not get bothered with customer requests.
Does this sound familiar? It is probably how support is handled at a lot of companies (especially the part about making it hard to reach customer support).
Here at Riddle, we are doing things differently.
Support is super easy to reach. Just click on the support chat icon in the bottom right of the screen and start talking to us. Unless we’re asleep over in Europe, we will get right back to you.
And hey – if we happen to be sleeping or on weekends, it just might take a few hours for us to catch up and get right back to you. We also post our support email (firstname.lastname@example.org) pretty much everywhere. So if using our chat service is not your thing, please just drop us an email.
Looking good. Thanks for your quick responses throughout. Best of luck with the fix.
Your genuine care for users definitely sets Riddle apart from other programs. Thanks again!
We have gotten pretty good reactions from our customers for our support. Of course we do have bugs and things break, but by giving customers honest answers and fast responses pays off in these situations. Answering quickly and without templates gives the human touch that often turns an angry customer into a massive fan.
On the left I pasted a snapshot from a conversation with a customer today who ran into a bug on Riddle. We could not immediately help him as the bug will take a new release to fix, but getting back to him fast and acknowledging that we made a mistake is really all that matters.
Really fast and personal customer support is doable, even when you have millions of customers. Don’t believe me? Check out this great piece on how American Airlines handles support by Marsha Collier.
The only other tool we use frequently is LICEcap. With LICEcap we can quickly record on screen video into an animated GIF, which is brilliant for explaining things to customers.
If someone asks: “How do I collect emails from quiz takers?”, all it takes is a few seconds of animated GIF recording to show the steps. You could probably do the same with a quick screen share, but we have found these tools always a bit difficult to set up for the customer. The image quality is sometimes rough, but the files tend to be very small and totally suitable for a quick show and tell.
The users love it – and have often asked us what software we’re using so they can use it themselves.