Every week, there’s some great articles out there on customer support and the overall customer experience. Most of us working on support teams tend to be busy helping customers so we don’t have a chance to go scouring the web for them. So we round them all up for your reading pleasure here.
If you’ve got any articles or links that we’ve missed, make sure to let us know in the comments.
Now grab that cup of coffee and dig in!
Support and the 10 Minutes or Free Model
How fast is fast support? And does that speed apply to the customer to? Some good thoughts from the team at 8BIT.
If we don’t deliver your pizza to you in 10 minutes, then it’s free. Do you guys remember that? I’m not sure if Pizza Hut or Dominos still do that delivery guarantee anymore or not. Should the same be for product support? I hope so.
Not a good day for Zendesk. Make sure you’re prepared for these kinds of things.
Missing the Gorilla in Plain Sight
It’s fascinating how we can just miss things looking right at us.
Delta Force: The Secret to Legendary Customer Support
Some solid ideas here on how to bring developers into your support team on a rotating basis.
How to Spot Jargon
We talked a little about jargon this week. Here’s some ways to spot it in your writing and eliminate it.
Instead of using a new way to explain a product to a customer, a salesperson plucks out a generic jargon phrase like “best of breed” or “game changer.” But that doesn’t tell the customer anything, really. It doesn’t offer a unique attribute. It doesn’t say why the product will help the customer solve a problem. Or why the product will make a task easier or more efficient.
Did I miss one from this week? Leave a link to it in the comments or get in touch with me here. I’ll include it in next week’s support roundup!
Add your thoughts