Comments on: Customer Support: How a Small Team Can Produce Results

By: Adam Toporek

Adam Toporek — Fri, 20 Nov 2015 00:35:03 +0000

In reply to Faryal. Thanks Faryal!

By: Faryal

Faryal — Tue, 17 Nov 2015 07:51:52 +0000

Found some really useful insights. Great work!

By: The Internet is Dead, or Something.

The Internet is Dead, or Something. — Thu, 24 Jan 2013 10:01:31 +0000

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By: A Small Business Miracle on Your Street

A Small Business Miracle on Your Street — Wed, 19 Dec 2012 10:03:15 +0000

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By: Chase

Chase — Mon, 17 Dec 2012 03:34:47 +0000

In reply to extremelyavg. Thanks Brian! I'm the same way. I'm quick to be vocal about bad customer experiences and what we can learn from them. But I try to point out the great ones too. For my podcast, I make sure to have each guest tell me about their best customer experience recently so I get to hear some awesome stories.

By: extremelyavg

extremelyavg — Sun, 16 Dec 2012 17:33:19 +0000

In reply to Donna Gurnic. I think your response time is fantastic. I am a huge believer in singing the praises of companies who give me good customer service. I'm also generally one to write a scathing blog post, full of disparaging comments about the company's president's parents, should I have a bad experience. Good for you!!!

By: Chase

Chase — Fri, 14 Dec 2012 02:05:12 +0000

In reply to Adam Toporek. Exactly right Adam. We started those classes as an experiment and loved the results. We can talk to more people during those classes, show them how our apps work, and ultimately cut down on the number of people who email us on the back end. Net win all the way around.

By: Adam Toporek

Adam Toporek — Fri, 14 Dec 2012 00:33:55 +0000

Some great tips here Chase. I think my favorite part is that you offer online classes. I think for technical products — even “simple software” like 37Signals specializes in — the more educating you can do on the front end, the less service issues you have on the back end.

Good stuff, and thanks for the educational peek behind the curtain!

By: Customers That Stick

Customers That Stick — Thu, 13 Dec 2012 21:28:52 +0000

[…] “How a Small Team Can Produce Results” In News […]

By: Chase

Chase — Thu, 13 Dec 2012 20:38:14 +0000

In reply to Donna Gurnic. Thanks Donna! We're handling around 450-500 emails a day split between the team. So it's definitely a challenge but one that we're up for. :)