This week we’re talking about the pros/cons of offering customers premium/priority support. First, let’s narrow in on what we mean by premium support. This is where the customer pays for a higher plan or a separate package add-on to get them faster response times or special support channels. So a customer might pay for a business level plan and get phone support along with email support while other customers not on that plan just get email support.
All that and more from the best team in customer support on this episode of the live Support Hangout!
Programming note: There’s no live show this Monday, September 23.
Watch to the show
Show Notes and Links
- What Support Ops newsletter readers think on premium support
- CEI Survey Stats
- Micah from Zapier on Support Ops
This week’s shoutouts
- From Carolyn – Zapier
- From Jeff – Big customers? Who needs ’em!
- From Chase L. – Drafts app
- From Chase C. – USAA
Our partner – Snappy
Most customer support apps have some kind of learning curve as you try to figure it out. With Snappy, their new interface is drop dead easy to use and lets you focus on what matters most – your customers.
They’ve got a great 30 day entirely free trial so go check them out here.