Delivering on Support Promises

Back in the states, email based customer support has become the standard. Often times there is no phone support option. It’s pretty good too. It’s safe to assume you’ll get a reply within 24 hours or so.

Here in New Zealand, the option for email support is almost as common. And there’s always a phone option.

Even though email is widespread, it essentially doesn’t work. I’ve found email form black holes across a wide range of industries… from banks and lawyers to people who should know better, like ISPs.

All of these places have excellent phone support. I naturally feel a bit of dread before calling a support number. I’ve been trained, by support in the states, to expect the worst. But here there’s little to no phone trees. Minuscule hold times. And more often than not the person answering the phone can quickly help you.

Which makes me wonder: Why bother with the email*?

You’ll upset some customers who prefer it. That’s minor compared to promising answers in a time of trouble/confusion, then failing to deliver on them.

* Or any support you can’t follow through on. Don’t have resources for email or the phone? Only offer a user to user support forum.