Customer Support: The Make or Break of Business Loyalty

Why I prioritize support above all else

Hey everyone 👋,

I recently had some frustrating customer support experiences, which got me thinking about how these companies, with all their resources, have such a bad support service!

The first case was trying to sign up for an account. Despite multiple attempts through SMS, WhatsApp, and voice calls, I couldn't get phone number verification to work. I reached out to their support team, only to receive a generic, copy-pasted response from their help pages. It took several emails, and a lot of wasted time, before they finally took my issue seriously and resolved it on their end.

In another instance, I encountered a broken feature on a website. When I reported it, the response was to try an alternative method. It felt as if they weren't listening or interested in fixing the problem at all!

These experiences left a bad taste in my mouth. Despite eventually resolving the issues, the hassle made me decide to stop using these services altogether. I can't afford to deal with them again if I face another problem in the future!

On the other hand, we have companies that provide exceptional support. Take Namecheap as an example. I've been using them for hosting and domains for over seven years. Their support team is not only helpful, but they walk the extra mile, go above and beyond to assist me, and do things themselves on my behalf. This is why I remain a loyal customer and always recommend them.

Understanding the critical role of customer support, I've made it a cornerstone of our service at Apprime Studio. I’ve built custom tools to keep track of requests and set up clear processes and guidelines to help our support representative understand what our users need and provide quick replies that are actually helpful.

Last week, I took two days off to spend Eid with family and relatives. But I made sure to check support requests on these days. And we received a bug report, which I promptly fixed. Providing timely and effective solutions is essential; it's about respecting and valuing the user's time and experience. Prioritizing support has consistently earned us positive impressions and feedback.

Great customer support can truly be the deciding factor in whether a customer sticks with you or moves on. It's not just about solving problems but also about how you make your customers feel during the process.

What about you? Have you had any memorable customer support experiences that influenced your loyalty to a brand? I'd love to hear your thoughts!

That's it for this week. Thanks for reading!