Keeping Support Personal in a Mobile World
While support obviously and primarily needs to about addressing a fix to a real or perceived problem, the 21stcentury customer expects to be contacted immediately, by a human and in a human way. We all recognize the phone menus, and computerized voices by now, and know they are merely precursors to a few department transfers and more time on the phone than you wanted. Staying away from that “hold and you’ll be transferred to the right department” paradigm for your user’s sake is a big task for a small business, and a very important one.
There are a lot of ways to rise to the challenge, mostly by using other 21st century tools – like social media. Support can be offered via phone but also via email, and tweet, and to further address those 21st century demands, a support community with other users can be created to offer advice, updates, and useful strategies and to provide a forum to share successes as well…