Comments on: Support Does Not Scale. Customer Service Does. http://www.kalzumeus.com/2006/08/03/support-does-not-scale-customer-service-does/ B2C stands for "Bingo To Customer" Wed, 10 Mar 2010 12:30:39 +0000 http://wordpress.org/?v=2.9.1 hourly 1 By: MicroISV on a Shoestring » Blog Archive » I Took My Own Advice… And It Paid Off http://www.kalzumeus.com/2006/08/03/support-does-not-scale-customer-service-does/#comment-134 MicroISV on a Shoestring » Blog Archive » I Took My Own Advice… And It Paid Off Thu, 24 Aug 2006 12:36:27 +0000 https://microisvjournal.wordpress.com/2006/08/03/support-does-not-scale-customer-service-does/#comment-134 [...] Now, I’ll admit, I am a weak person and was tempted to ask Sally to be a bit less enthusiastic after the first couple of emails.  But I decided to go ahead and practice what I preached.  I encouraged Sally to continue sending any feedback she had, and got busily to work on her feature requests, most of which were on the “To be implemented sometime when I’m very, very bored” list.  Well, it turns out after actually sitting down and coding them (took about 4 hours total) they were a lot less of an excercize in frustration than I thought they would be and they really, seriously improve the program.  So yay for me. [...] [...] Now, I’ll admit, I am a weak person and was tempted to ask Sally to be a bit less enthusiastic after the first couple of emails.  But I decided to go ahead and practice what I preached.  I encouraged Sally to continue sending any feedback she had, and got busily to work on her feature requests, most of which were on the “To be implemented sometime when I’m very, very bored” list.  Well, it turns out after actually sitting down and coding them (took about 4 hours total) they were a lot less of an excercize in frustration than I thought they would be and they really, seriously improve the program.  So yay for me. [...]

]]> By: john http://www.kalzumeus.com/2006/08/03/support-does-not-scale-customer-service-does/#comment-133 john Sun, 13 Aug 2006 22:26:37 +0000 https://microisvjournal.wordpress.com/2006/08/03/support-does-not-scale-customer-service-does/#comment-133 great article - it gets at the heart of what's really important. like most people i experience horrific customer experience from my mobile carrier - hours on the phone or being shuffled around. recently, i had a very different experience with my international calling service (www.globedialer.com) not only did they respond to me promptly - but they provided me with real answers and information unlike the "scripts" that the carriers instruct their their cs departments to read. i will be a very loyal customer - that's for sure! great article – it gets at the heart of what’s really important. like most people i experience horrific customer experience from my mobile carrier – hours on the phone or being shuffled around. recently, i had a very different experience with my international calling service (www.globedialer.com) not only did they respond to me promptly – but they provided me with real answers and information unlike the “scripts” that the carriers instruct their their cs departments to read. i will be a very loyal customer – that’s for sure!

]]> By: Martin Thorborg http://www.kalzumeus.com/2006/08/03/support-does-not-scale-customer-service-does/#comment-131 Martin Thorborg Sat, 12 Aug 2006 21:51:49 +0000 https://microisvjournal.wordpress.com/2006/08/03/support-does-not-scale-customer-service-does/#comment-131 Hi Patrick You are so right. If your perception of support is that it just costs money, you are wrong. Customer support is one of the best ways to differentiate from your competitors and should be a direct source to more sales. Best regards SPAMfighter Martin Thorborg Hi Patrick

You are so right. If your perception of support is that it just costs money, you are wrong. Customer support is one of the best ways to differentiate from your competitors and should be a direct source to more sales.

Best regards
SPAMfighter

Martin Thorborg

]]> By: GJ http://www.kalzumeus.com/2006/08/03/support-does-not-scale-customer-service-does/#comment-132 GJ Fri, 11 Aug 2006 06:20:19 +0000 https://microisvjournal.wordpress.com/2006/08/03/support-does-not-scale-customer-service-does/#comment-132 Excellent! Impressive! Thank You :) Regards, GJ Excellent! Impressive!

Thank You :)

Regards,
GJ

]]> By: Nico Westerdale http://www.kalzumeus.com/2006/08/03/support-does-not-scale-customer-service-does/#comment-129 Nico Westerdale Thu, 10 Aug 2006 17:03:22 +0000 https://microisvjournal.wordpress.com/2006/08/03/support-does-not-scale-customer-service-does/#comment-129 We use the mantra: "Help every person with their problem", with the emphesis on the 'their' part. It doesn't matter what the problem is, and if our software is appropriate to that then say it. If not then don't. We use the mantra:

“Help every person with their problem”, with the emphesis on the ‘their’ part. It doesn’t matter what the problem is, and if our software is appropriate to that then say it. If not then don’t.

]]> By: Ryan Smyth http://www.kalzumeus.com/2006/08/03/support-does-not-scale-customer-service-does/#comment-130 Ryan Smyth Thu, 10 Aug 2006 14:55:55 +0000 https://microisvjournal.wordpress.com/2006/08/03/support-does-not-scale-customer-service-does/#comment-130 1 word Patrick... AMEN! Well put. I'm passing this post on to others! Peace, Love, and Eternal Grooviness, Ryan Smyth 1 word Patrick…

AMEN!

Well put. I’m passing this post on to others!

Peace, Love, and Eternal Grooviness,

Ryan Smyth

]]> By: Ilium Software Blog » Blog Archive » MicroISV on a Shoestring http://www.kalzumeus.com/2006/08/03/support-does-not-scale-customer-service-does/#comment-128 Ilium Software Blog » Blog Archive » MicroISV on a Shoestring Wed, 09 Aug 2006 12:55:25 +0000 https://microisvjournal.wordpress.com/2006/08/03/support-does-not-scale-customer-service-does/#comment-128 [...] A plug here for a really excellent blog about development, release, marketing and support of a new product. I especially liked the two posts: Support Does Not Scale and The Passion of the Customers. How Patrick has the time to write this much and do what he's writing about is beyond me. [...] [...] A plug here for a really excellent blog about development, release, marketing and support of a new product. I especially liked the two posts: Support Does Not Scale and The Passion of the Customers. How Patrick has the time to write this much and do what he’s writing about is beyond me. [...]

]]> By: Stephane Grenier http://www.kalzumeus.com/2006/08/03/support-does-not-scale-customer-service-does/#comment-127 Stephane Grenier Thu, 03 Aug 2006 19:37:54 +0000 https://microisvjournal.wordpress.com/2006/08/03/support-does-not-scale-customer-service-does/#comment-127 Hi Patrick, Excellent article. I enjoyed it so much I'll be posting a link to it on my "Weekly 7" next week. Very good differentiation between support and customer service. Customer service always wins out at the end of the day, hands down. There's nothing quite as formidable as creating an army of people evangelizing your product and company! Hi Patrick,

Excellent article. I enjoyed it so much I’ll be posting a link to it on my “Weekly 7″ next week.

Very good differentiation between support and customer service. Customer service always wins out at the end of the day, hands down. There’s nothing quite as formidable as creating an army of people evangelizing your product and company!

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