"Excellent customer service could be the most significant thing you can do."
Amen. At Wikispaces we absolutely obsessed over fast, human responses to support questions early on -- and still do. People are regularly shocked to get a response at all, let alone from a person, let alone in the span of a few minutes. That email can be the difference between getting frustrated and leaving for good vs. being a long term site user.
Its actually a relative minimum of effort to respond very quickly - drastically reduces the number of outstanding issues to track. Ignoring tracking, it takes the same total effort to answer NOW as a week from now.
Now I wish my garage mechanic/doctor would operate this way.
Amen. At Wikispaces we absolutely obsessed over fast, human responses to support questions early on -- and still do. People are regularly shocked to get a response at all, let alone from a person, let alone in the span of a few minutes. That email can be the difference between getting frustrated and leaving for good vs. being a long term site user.