141–150 of 441 posts
Wow, not that I wouldn't enjoy having an extra $200/mo, but it would be a pretty insignificant chunk of my budget. Stepping back from the author's initial perspective (wanting to help people and grow business) - was this ever worth spending more than a couple hours a week on?
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I'm pretty sure it's because they're not paying full attention, even worse, sometimes already building an intense narrative with only few items internalized inside their brains. I also feel that this is happening more and more, since there's more rewards for giving very small pieces of attention and energy to a bigger pool of people, instead giving extra energy or attention to a smaller pool of people seeking for one…
Or simply their priorities are not your priorities. They have encountered a problem, they asked for help, but they have 10 other things going on. By the time you answer, they have forgotten half the context of the issue. They try one thing, it doesn't work, they don't have more time right now so they answer that thing 1 didn't work. Repeat.
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I've recently encountered one that just sends you in a loop, and there is literally no way to actually speak to a real person. Unless you want to give them more money; they're very responsive in that case. This is a billion-dollar company you have definitely heard of.
Why don't you just name the company?
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>You need to develop a polite but curt tone of voice for customer support. And very focused responses in terms of action items. You might think of 3 things to say, check, but sadly 90% of the people you respond to with a list will behave like they read just one of them. Sadly this also leads to dragging things out for everyone who can handle more than one thing at a time :(
Yep. All the time when I worked in IT: Me: Please try these 3 things and let me know how it goes: (list of 3 things with instructions) Them: I tried (thing #1) and it didn’t work. Me: Thank you, please try these 2 things and let me know how it goes Them: I tried (thing #2) and it didn’t work. Me: Thank you, please try this thing and let me know how it goes Them: (no response) Me: Just checking in to see if this is re…
Them: Don’t close the ticket, I hadn't had a chance to check that yet.
Having bots close issues, accompanied by a rude automated message is often contra-productive. It would be fine to instead post a reminder in the issue, asking for an update like shown in the example:
Me: Just checking in to see if this is resolved?
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No one wants to talk to an AI for customer support.
Actually, I do. There's no wait in line. There's no waiting 2 min for each response in chat, or waiting 5 min on hold while the rep figures out what to do. And I've, shockingly, gotten issues resolved faster and better. Using one semi-popular consumer app -- once it pointed me to docs on their site that Google wasn't finding because I didn't know what keywords to use. And twice it escalated me to send a message to th…
Tuvalu isn't going to extradite you for not paying them their $5 VAT.
If you're frequently dealing with multiple jurisdictions (especially with EU) and the fees don't add up to 10% or higher (which MoRs can do if you're in a less popular jurisdiction), it can make sense to take care of admin headaches.
That might be many projects, but it's certainly not all. I've written about this from the "third world" perspective over here: https://nik.software/building-global-wealth-from-south-afric... (and the "Accepting Payments" section above it)
I remember the the BBC would upsell on requests from artists visiting their studios in London. Artist management: “Hey, can you fix XYZ beverage, towels, etc, in the stage ante room?” BBC: “Sure! That will cost....” Most would stop pestering at that time, but ever so often you got artists who were willing to pay for the extra service. Conversion to the mentioned case: Individual feature request: “Hey, amazing script,…
I was annoyed but said I can charge him (the owner) the exact cost for a plate if this would mean that much to him and he instantly was willing for forgo dinner for his staff, lol...
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Both xyproto and Gustomaximus have solid examples. Here's more: - Be direct, Hi, the xyz feature is available on the PRO plan. You can upgrade to the PRO plan at app.saas.com/billing - Be brutal, Hi xyz, your card couldn't be charged for your Saas subscription, and hence your subscription has been deactivated. To reactivate, enter your card details app app.saas.com/billing - Be honest, Hello xyz, thanks for the featu…
> Make your support timelines clear somewhere in your product, eg: Our support will respond within max 48 hours, but most responses take 2-3 hours. This is the biggest thing I struggle with. I have a couple of semi-successful side projects. They bring in some money, but not enough to hire someone to help with support. I have never been at a place in my life where something like "I will response to all support request…
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>You need to develop a polite but curt tone of voice for customer support. And very focused responses in terms of action items. You might think of 3 things to say, check, but sadly 90% of the people you respond to with a list will behave like they read just one of them. Sadly this also leads to dragging things out for everyone who can handle more than one thing at a time :(
I’m observing this for many years and it feels like there are two types of people. Those who perceive lists as a whole and those who list.shuffle().pop(). Try asking your colleagues/etc three semi-related questions in one message and you’ll get only a partial answer in a significant number of cases. When confronted (constructively, much later) they usually get evasive and can’t explain. I could theorize it’s a learne…
Oh, no. It's not a shuffle. They unerringly identify the least important possible action item. Sometimes just a single clause of a single sentence in a list item.
You have to scour your communication of anything that can possibly be interpreted as an easy request. It has to be a curt, imperative, isolated, request to do something hard or it will be ignored.
One suggestion is simply increase the price. Price is strongly correlated with quality of customer. Price also acts as signaling that this is a tool for professionals who make actual money and so shouldn't be bothered coughing up something trivial like $100 for a subscription. You end up making more with far less customer support.
If features don't work as advertised, I will absolutely make no distinction between a 500$ or 1$ product, and will demand a fix. But I will more likely have more patient if the service is cheap, before migrating away.
And then, if your customers are businesses, do you think the employees really care how much the product costs? No.