Quiz maker customer support – how NOT to do it
We’ve all see how many businesses 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? Annoying, right? It is probably how quiz maker customer support is handled at a lot of companies (especially the part about making it hard to reach a living/breathing person for help).
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.
(We’re not kidding about the racing part – we’re all big quiz maker customer support geeks. We actually have a monthly competition – the person who answers the most tickets gets a beer… and BIG bragging rights.)
Sure, 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. But we also post our support email (firstname.lastname@example.org) pretty much everywhere. 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.
Below, I pasted a snapshot from a conversation with a customer today who ran into a bug on Riddle. Okay, first the bad news – we could not immediately help him as his bug required a new site release to fix. But the good part? By 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.