On Feb 19, 2006, at 12:06 AM, Richard Altenburg (Brainchild) wrote:
My findings are that customers almost always buy after you help
them with a problem. Otherwise, if you do not help them, they will
move on and buy from someone else.
We experience the same. In fact, we are glad with each and every
user-to-developer interaction, because it is very rare for a user
to tell the developer exactly what is wrong with his product, and
to try to fix it together. Most of them just move on without
telling you. For every user
giving you negative feedback, be sure there are at least 20 with
the same problem but not enough patience to work it out with you.
Wouldn't you like them to become a customer?
Almost every user that had a problem and worked it out with us,
became a loyal customer, often telling others about the software
and the support. Some are so kind to give us feedback that we may
post on our web site. This is of great value to our business.
I agree.
I had a position in Technical Support for a Software company and was
responsible for both email and phone support. There were a number of
times where I was able to help the customer out with a simple
question, and then they were ready to buy on the spot (transfered to
Sales).
The problems with technical support are when you have a customer who
just does not get it... they like your product and want to buy it (or
already did) but they don't have a grasp of some of the most simple
computer uses. It takes lots of extra patience, but if you give good
service then they will be pleased and will continue to support your
company and share their experiences with others. You never know if
the person you are talking to is only a manager and only wants to
learn how to use your application so that they can purchase 50
licenses for the department (I have had that happen to me).
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