At Till it clicks, creating websites form a substantial part of our service offerings to our customers. Not only do we craft websites, we are proactive in dealing with our customer’s problems regarding hosting websites.
Now we have a question. Who would most people rather go to?
1. A superb, expensive product with a disinterested customer service, that makes people want to throw away their product? Or,
2. Go for a mediocre but popular brand with great customer support?
We give you an example from our own experience.
Our clients’ websites may go down for varied reasons; therefore we, on behalf of our clients, get in touch with the customer support of the hosting providers. Of these, the customer service of GoDaddy stands out so superior, that we recommend GoDaddy for our clients! 15 of our clients are now happy customers of GoDaddy.
What is about GoDaddy’s customer support that makes us recommend GoDaddy, which as you all know, is an indirect, cost-free but truer form of advertisement?
The reasons we have found are:
1. They are prompt and hands-on
2. They have a solution oriented approach, which gives us confidence that they will somehow solve our problem
3. They listen to our problems
Sure, the wait time is killing, their number is not toll free, some executives try to upsell and some fall short in knowledge. Still, we can be sure that our problems are listened to and they do try to solve our problems efficiently!
And, that is what start-ups can learn from GoDaddys. This is a great lesson for all start-ups.
Whether your start-up deals with mobile apps, games or website apps, always, we mean always, keep in mind the customer.
The customer is King. Your products might blow their minds away, but if you are too busy to actually hear their opinions and questions, you might as well as bid your company goodbye.
Even in this age of ’Self-serve’ and ‘DIY’, in times of distress, we want to talk to people, not robots and answering machines. So, build a great customer support team!
What will make your customer support great? Ideally, your customer support executives should:
1. Talk to the customers
2. Empathise with them; be patient
3. Be transparent (if something is going to take time, tell them that. They will understand.)
4. Be proactive in solving their problems. Take a real interest.
We give you an example from our own experience.
Our clients’ websites may go down for varied reasons; therefore we, on behalf of our clients, get in touch with the customer support of the hosting providers. Of these, the customer service of GoDaddy stands out so superior, that we recommend GoDaddy for our clients!
-Abhimanyu Tadwalkar
