Wednesday, June 27, 2012

The Power of Great Customer Support

Great customer support -- such a simple concept -- yet so few get it right.

Apple is one of those that do -- at least at the retail level.  Today's TechCrunch features a great analysis that shows how Apple commits to hiring in-store specialists at certain constant proportions as compared with its retail traffic.  And, the halo effects of doing so are noteworthy as well, as these specialists have millions of direct customer "touches" each and every day to spread the Apple gospel even further.

Customer support is one of those critical things that we take very seriously at Sorenson Media.  Each and every Sorenson Media customer has direct access to our crack Support team via phone, email, live chat, and forums.  And, trust me, our Support team is comprised of specialists who know our products inside and out -- with a deep understanding of our technology.

A focus on Support is one reason that our company's products have the legacy of trust that we have had for years.

We don't always get it right.  But, we certainly try ...