Posted by: communicationcloud | October 14, 2009

Is fantastic online customer care possible?

At the company I work for, Red Gate Software, our customers generally have great experiences dealing with us one-to-one – whether it’s our support staff, pre-sales conversations or support renewals, we frequently find customers going out of their way to tell us how much they enjoy dealing with us:

“Just got off Live Chat Support with @redgate on SQL Backup. RedGate rocks….love their products and support”

“The response was very speedy. Issue was resolved right away. Take your tech support staff out for a beer!”

Brilliant!

But we have so many customers that we can’t deal with all of them one-to-one. And what’s more, we suspect that some of our customers would prefer not to have to contact us directly – not least because of the time it takes to do the necessary to-ing and fro-ing to get from question to answer.

So we want to give our customers more choice:  self-service or direct contact alternatives.

Right at the moment, we don’t enable very much self-service activity on our website. The kind of things we’re looking at here are raising support calls, upgrading to a new version (or downgrading to an older version), activating a software license, renewing a support contract. And so on. Many of these just aren’t possible via self-service at the moment; others are possible but a bit complicated, so people need help with them.

The area of self-service that we’ve made a concerted effort at, over a longish period of time, is enabling people to find information they need (rather than needing to relying on training courses or contacting the support team to find out how to do something). We’ve begun heading in the right direction here… and now we want to extend the approach across the full range of customer care needs.

On the other hand, after dealing with us one-to-one, our customers say amazing things about us … and we don’t want to stop that from happening.

So, we need to offer self-service care that fills people with delight (or glee). But what would this look like?

That’s not entirely a rhetorical question! Everyone’s got stories to tell about terrible examples of customer care … but I’d like to look more deeply at the good ones too: what makes a good experience good?  I’d really like to hear about positive self-service experiences with software problems, upgrades, and so on, as well as other experiences with online customer care.

Advertisements

Responses

  1. […] Is fantastic online customer care possible? « communication cloud communicationcloud.wordpress.com/2009/10/14/is-fantastic-online-customer-care-possible – view page – cached At the company I work for, Red Gate Software, our customers generally have great experiences dealing with us one-to-one – whether it’s our support staff, pre-sales conversations or support… (Read more)At the company I work for, Red Gate Software, our customers generally have great experiences dealing with us one-to-one – whether it’s our support staff, pre-sales conversations or support renewals, we frequently find customers going out of their way to tell us how much they enjoy dealing with (Read less) — From the page […]


Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

Categories

%d bloggers like this: