#56 – Priority Tickets

This week, we’re talking about ticket priority levels. Buffer tried letting customers prioritize themselves back in June. We’ll see how that turned out and if we should all be doing that.

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#55 – Customer Pain Points

This week, we’re talking about customer pain points. We know that feeling the customers’ pain helps us. But how can we make sure everyone feels that pain rather than just the support team?

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#54 – Working with Feature Request Emails

This week’s show is all about feature requests. Those emails can be kind of tricky. You have to say no a lot but do so in a way that doesn’t come across as a total bummer for your customers.

What’s your best practices around feature requests from customers?

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#53 – Are Automated “Ticket Received” Emails Useful?

This week, we’re looking at a great question from Mariah over at Runkeeper. Are automated “ticket received” emails necessary? Are they helpful for customers?

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@supportdriven – I don’t wonder if my request has been received. I wonder if they can help me with a useful response.

@hoonpark – They are useful to me to confirm receipt and if it provides some expectations (time to answer, hours). That said, if I fill out a form on their site, I’d rather see that info and confirmation there, not an email receipt.

@calitalieh – Don’t get me started! I hate them. Sets the wrong tone for the customer experience, AND the resolution.

@TheBrotherBen – I only like them as a confirmation that you got my email. Helps to avoid the “did you get my email” follow up email.

@gtmcknight – I hate them. Why does anybody need a confirmation email though? Are people worried there are fake submit buttons on contact forms?

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#52 – Customer Support as a Career

This week, we’re talking about staying in customer support as a career. Most people tend to think of it as just another job – something to hold them over until they can really get their career going.

But could you have a career in customer support?

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From Phil:

The mentality that you can’t make a career in support – is from the same era as when companies saw customer support as an unwanted but necessary expense.

That is no longer the case. Companies now see the value in providing great customer support and how it is ESSENTIAL. As such they are hiring and compensating more accordingly. At our company we start our support team’s salaries at the upper end of the market range. That’s because we want to attract amazing people who are passionate about customer service. This is the face of your business. You expect big things from them, so it’s important you value them as such.

If you aren’t making it a viable option for your support teams to have a lasting career in support – you aren’t likely going to build world-class team that you want.

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