“What does it take to create an awesome technology company?”. If you’d have asked us the question 6 months ago, we would have answered – two things, #1. A kickass product and #2. A smart team which codes like monkeys & makes swift strategic moves. Fast forward to today, our answer will include another component – #3. Quick, reliable and proactive customer support.
We launched in October, 2011. Since then, we have achieved tremendous scale. That bring its own set of challenges in managing technology, sales and support. While we eat, breath and live technology, we have also taken good care of managing our sales and marketing. We are learning the art of managing our customer support while being “on the job”. We, now, spend a lot of our time, during the day and night (thanks to timezones and our global customer base), handing support queries through our feedback tab, emails and phone calls. Infact, we are proactively using our own tool to manage customer support.
Managing customer and tech support is a demanding task. Customers look for help only when they need it. We make sure that they get it instantly too. We try and respond to all online queries in less than 4 hours. Most of the times, our responses are instantaneous. We love to delight our customers. Earning their faith, love and trust is gratifying.
Against all advice, we haven’t hired anyone, yet, to manage our customer support. Between the two of us (Avlesh and Ankit), we respond to over 75 support queries everyday via WebEngage feedback tab, email and phone calls. Our support queries are mostly technical in nature. As co-founders and creators of the tool, we are best placed to address those. Also, given the passionate characters we are, there is this extra love and passion that automagically gets added to our responses. As founders of the business, we are committed to delight you with our proactive support.
These are the faces behind those instant replies you’d have received as customers.
Avlesh: co-founder, CEO and chief of customer support
Ankit: co-founder, CTO and chief of technical support
A customer replied to one of our product update emails this morning – “Avlesh, I am glad to hear great things about you guys. I had some feedback to share but did not end up sending it. Because, I believe that you are no longer directly responding to user feedback and the same is managed by some ‘customer support representatives’. (S)he would not get it. Though I might be wrong“. With this email, we learned one more lesson on “human psychology”. So much so, that it triggered this post!
We believe in the Zappos mantra of customer support. We are all ears. 24×7. Let us know.
Stay tuned. We love you!