The Importance of Customer Service

I signed up for a startup SaaS product a while back (won't name them) & I found myself struggling to use an import feature.

I reached out to chat support.

The agent kept asking me not to use the import function. He didn't explain why.

When I'd say if it was a known bug or if it had limitations, he'd say it works fine for others.

Strange.

I connected with other reps on their Intercom support.

Every single one of them had the same suggestion.

The weird part was that no one was remotely apologetic about the import feature failing.

I was frustrated. Was I being unreasonable?

It wasn't long before I figured out that this venture thought it was a good idea to outsource their support services.

Oh no.

That's like...

* thinking of some extreme analogy *

... asking a stranger on the street to look after your thumb-sucking toddler.

Listen. If our initial customers are reaching out to support, they're giving us a chance.

We better give them our A-game.

If we're serving them with a robotic script & the personality of an igneous rock, that's like us beckoning them to leave.

Customer service stays in-house.

In fact, PMs initially should take on a few support tickets to see how their gig is faring in the wild.