How Do You Handle Large Volume Customer Support Issues?

by TerriL
5 replies
Hi All,

I've read so many review threads researching and filtering through product reviews for items I might consider buying, and continually see complaints about 'poor' or 'non-existent' support on successfully launched products.

Just today, I received an email for a 'membership' plugin for WP, and at first glance looked promising for my current project.

While doing my 'due diligence' and seeking feedback here on WF, one thing remained consistent; "customer support is non-existent"... which obviously reflect poorly on the creator/product owners.

In their rebuttal, it was stated they did not anticipate such a HUGE response to their launch, and the software (as many new ones do) had some bugs to be worked out, understandably.

Getting to my point, let's say I am a home-based 'product creator' and release a product worthy of a large audience, and it does 'take flight' and become a HUGE success...

How does one 'prepare' for 'customer service issues' outside of including an extensive Q&A page (trying to detour customer issues) or expect to have a 'flawless' product which is my intent... but highly unlikely, lol.

Can customer service issues be handled by a 3rd party, and paid to that 3rd party based on the number of 'issues' handled by them?

or

Is this something I should worry about after I see if my 'future' launch will indeed be well recepted by the masses....???

It's kind of scary to think; if my product does reach a HUGE number of sales, I certainly don't want to be enslaved by handling 'customer service' issues on a broad scale, as that could be a nightmare.

Sorry... just trying to understand "How does a small person, with a HUGE idea handle the 'customer service issues' when things go viral?

I certainly don't want to be unprepared.

Thanks,

Terri
#customer #handle #issues #large #support #volume
  • Profile picture of the author talfighel
    Terri,

    There are people, for example, who have their own product and don't handle any customer issues. They hire others, train them, and sit back while tens of people ask for personal help and of course customer support issues.

    They usually have 2 or more people working for them full time.
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  • Profile picture of the author writeaway
    Why don't they outsource customer support? Indeed, inbound inquiries end up in upsells a significant % of the time.
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    • Profile picture of the author TerriL
      Originally Posted by writeaway View Post

      Why don't they outsource customer support? Indeed, inbound inquiries end up in upsells a significant % of the time.
      Obviously, I would lean toward outsourcing in the event things get overwhelming, but in the pre-launch it seems questionable if such preparation is necessary.

      From what I read on the product I was researching, it consisted of 3 people (I believe the software creators) trying to fix the bugs and respond to an overwhelming new customer base.

      It appears their product is good - but carries flaws. So, here I envision the situation being they really can't train people to answer the questions, because they themselves are trying to resolve the issues with the product itself.

      And in doing so, neglect the flood of emails that buyers are firing at their support inboxes.

      I don't intent to start creating software for the record, I'm not good at that techy stuff. However, if I launch a membership site, and the membership gets a great response, but the set up or (software) is buggy or flawed... I'd lose my mind trying to keep my customers happy, and to not have the negative feedback, as was so with the reviews I read on another thread earlier.

      So, I guess my biggest worry would be relying on the membership software, as that is my bigger weakness, and trying to anticipate issues due to the tech stuff.
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      • Profile picture of the author myob
        Consider using help desk software, which can automate perhaps many or even most of the customer service issues or the more common support questions.

        There are many good software solutions available, but personally I've been using Hesk (hesk.com free trial version available) for over a decade now.

        Hdesk is very robust; I have dozens of quite large email lists promoting thousands of affiliate products, and this software reduces my staff workload by nearly 90%.
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  • Profile picture of the author MonopolyOnline
    I understand your concern of having a solution in place for an issue that may or may not happen - being prepared is a good thing.

    Consider setting up a customer feedback app like UsersVoice or GetSatisfaction.

    Here is a quick list:

    mashable.com/2011/03/06/user-feedback-apps/

    Then should your service really take consider getting a help desk solution like kayako.com or a Google Group allowing customers to help each other.

    To Your Success!!! Mark
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