Busiest Day For Customer Support Ever

I had not one but two issues that couldn’t be taken care of in a five minute email.  Oh no! 

a)  One customer still hadn’t received her Registration Key despite getting the automated email, emailing me about this yesterday, and getting a handwritten email from me yesterday.  Luckily, her signature included her voicemail number, so I left the voicemail.  Ahh, shades of my old job. 

b)  One customer hadn’t received their CD yet.  A quick check in SwiftCD showed that it was sent on March 29th.  Ahem, “oops”.  I mailed them to confirm their address (customer error in the input field is the #1 cause of non-delivery, by far, so any time you get a report of non-delivery you should suggest in a non-confrontational way “Could you just confirm your address for me so I can send this out?”) and will be FedExing them a new copy as soon as I receive it.  (Yes, at my expense.  Yes, that will eat up most if not all of the profit from this order.  Shipping bloopers fall into rounding errors in the greater scheme of things and you earn so much customer goodwill by addressing them promptly at cost.)

Speaking of which, I realize that I completely flew past my April 15th stats update.  Don’t shoot me, my birthday is April 16th, which after adjusting for timezone issues means that I was karaoke-ing until the break of dawn when I “should have” been telling you that sales for the first half of the month were crushed by Easter.  They’ve since picked up (not up enough to hit my $1,000 target, probably up enough to make a new record), and I’ll tell you the exact stats on the last day of the month.  Or thereabouts.

Advertisements
Explore posts in the same categories: customer service, stats, support

2 Comments on “Busiest Day For Customer Support Ever”

  1. BJ Thunderstone Says:

    Patrick, you keep saying that you receive little customer support. That’s good for you! However, I think your situation is not typical at all. My company sells about 400 software licenses for utility software per month. Customer support is a 4 hours a day job.

  2. Patrick Says:

    I’m quite aware that my situation is not typical, but do you have any common trends in those support inquiries? You can probably make your program, website, etc handle some of them for you, freeing up some of your time (not that you can’t afford that time, with 400 licenses being sold every month — sorry, thats envy talking 😉 ).

    My rough estimate is that if you bumped my number of sales from ~25 to 400 I’d have, hmm, an hour worth of work a day at answering email? That assumes linear support scaling, when I don’t think that is quite accurate — I find support tends to be either logarithmic or constant. Granted, a lot is going to depend on your application and customers.


Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s


%d bloggers like this: