Quiz maker customer support – how NOT to do it
We’ve all see how many business treat customer service – it’s a chance to save money by doing it as cheaply as possible.
Many of our competitors treat quiz maker customer support as a chore, not a chance to engage and learn from their customers. Here are some of the tricks of the trade:
- 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).
Looking good. Thanks for your quick responses throughout. Best of luck with the fix.
Quiz maker customer support – the Riddle approach:
Here at Riddle, we are doing things differently.
Our quiz maker customer support team is super easy to reach. Just click on the support chat icon in the bottom right of the screen and start talking to us. Our entire team races to respond to custom questions, so unless we’re asleep (we’re based in Europe – online from 7am to 10pm GMT), we will get right back to you… often in under a minute.
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.
[Update – July 10, 2018: Our approach is working – just check out what our quiz maker customers are saying…]
Your genuine care for users definitely sets Riddle apart from other programs. Thanks again!
Quiz maker customer support – customer reactions
Since we’ve started Riddle in 2014, we have received pretty good reactions from our customers for our support.
And it pays off in so many unexpected ways. Of course we try to avoid bugs, but we’ve found that being super-fast with honest answers 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. True, we could not immediately help him as his bug required a new site 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.
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.
Loom is even better – providing seamless screenshare video capture (with your accompanying voice over). You quickly can talk a customer through how to use a new feature – and they love real-time personal contact. Best of all? No pesky large file to upload (GIFs can be memory hogs sometimes).
The users love the approach – and have often asked us what software we’re using so they can use these themselves.