Comments on: How Much Time A uISV Spends On Customer Support http://www.kalzumeus.com/2007/03/13/how-much-time-a-uisv-spends-on-customer-support/?utm_source=rss&utm_medium=rss&utm_campaign=how-much-time-a-uisv-spends-on-customer-support Patrick McKenzie (patio11) blogs on software development, marketing, and general business topics Sat, 11 Feb 2012 17:02:17 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Duncan http://www.kalzumeus.com/2007/03/13/how-much-time-a-uisv-spends-on-customer-support/#comment-782 Duncan Tue, 13 Mar 2007 20:42:02 +0000 http://microisvjournal.wordpress.com/2007/03/13/how-much-time-a-uisv-spends-on-customer-support/#comment-782 Interesting post. I've read comments before about how the problem with B2C is that you will soon be overrun with support questions etc which has not been my experience. So this post prompted me to also rather unscientifically calculate e-mails to sales for this month -which is 0.2 or 1 e-mail per five sales*. My guess is that it is so low because I have followed Step 3 for some time. Every time anyone has any difficulty using/registering/understanding the software I try and improve it. If I had kept historical data I could verify whether *Step 3* was the solution. *I also answer all e-mails. Interesting post. I’ve read comments before about how the problem with B2C is that you will soon be overrun with support questions etc which has not been my experience.

So this post prompted me to also rather unscientifically calculate e-mails to sales for this month -which is 0.2 or 1 e-mail per five sales*.

My guess is that it is so low because I have followed Step 3 for some time. Every time anyone has any difficulty using/registering/understanding the software I try and improve it. If I had kept historical data I could verify whether *Step 3* was the solution.

*I also answer all e-mails.

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