I’m constantly amazed at how many companies don’t want to talk to their customers. You go to a company’s help site only to find an endless amount of articles and FAQs. There’s no place to send them an email, chat with them on Twitter, or any other way to find an answer to your question.
I’m in customer support. That means I need customers to help. And I only get to help them if they can actually find me.
That’s why it’s easy to find our support team on our help site. But I’m also in all sorts of other places where customers can reach me.
I’m @chaseclemons on Twitter
I’m “chaseclemons” on Skype.
I’m chase at 37signals.com for email. Or you can reach me with chase at supportops.co.
I’m easy to find online. That’s intentional because I love talking to customers. When a customer writes in frustrated because of a problem, I don’t shy away from it or let someone else handle it. And who doesn’t love a customer that writes in to say how awesome you are or how much your product helps them? It’s only by being out there for customers to reach me that I can hear everything about our products.
I need customers. That’s when I can do my best work.
Over to you with the same question. Do you make it easy for customers to find you?