The following is an excerpt from WPEngine newsletter, and it’s brilliant for understanding how to interact with users.
What does “amazing customer support” mean?
What does great support mean, and why is it so important for a managed hosting provider like WP Engine to place so much focus on providing exceptional support to our customers?
The answer is that customer support is one of the best ways for WP Engine to offer the best possible experience for our customers.
Every company has a public face and a private face. The public face is carefully manicured and cultivated to reflect the most positive side of the company. It’s like you going to a family wedding. You’re dressed to the nines. The private face is the customer experience that happens when you call tech support and actually interact with a company. When you get to the heart of an organization, what is it that you find?
Tech support is a reflection is the internal representation of company culture and values. Other than signing up, tech support is the only interaction that many customers will ever have with the company. That means support interactions are a huge opportunity to reinforce the message your company wants to send.
Going the Extra Mile
The message you get from WP Engine should be simple: we love our customers, and we want to go the extra mile for them.
Put another way, the purpose of Tech Support is to make customers fantastic at their jobs.
When you get to the heart of a company, are you afraid you’ll be taken care of, not sure what you’ll get, or confident of your expectations?
I love the line where Jason [the author] notices that other than signing up, the only interaction people usually have, is for support. It’s so true, after the marketing, after paying and signing up, that’s when the real experience kicks in, and that’s what really makes the difference.
The whole job of tech support [or just supporting your users] is to make the user awesome and that is something I can live for.