When I was asked to write a blog for DomainTools, I was perplexed as to what insight I could offer readers of the blog. I figured I would lean on what I know. I am relatively new to the company. But, I am far from new to the role of client services. I have worked in, or managed, client services with companies such as Amazon.com, Flying Lab Software, Pearson VUE , Genelex Biotech, Cruzio ISP, and DomainTools in the last 15 years. Each of these companies was different in their approach to support, ranging from high-touch to no-touch.
The methods of offering support depends on the type of service and the audience. There are those mission critical services that require immediate access to support. On the opposite end of the spectrum are services that offer no support, leaving the customer to resolve their own problem. And, everything in between. The introduction of social media is a game-changer.
Social media has escalated people’s expectations of support since many people use it as a method to contact, and get, help. At Flying Lab Software, which was a game developer, we depended on the social outlets as means of monitoring the health of our game and for informal bug reports. It was a very cost effective way to compliment the actual ticketing system and convey timely messages to a large customer audience.
By nature of social media, an almost real time form of communication, people expect immediate and accurate responses. That may, or may not, be appropriate expectations. For example, requests that we handle on a daily basis here often require further research before we are able to reply. The replies are of an individual nature, and not necessarily applicable to a wide audience. This could lead to incorrect instructions or assumptions depending on the support needed.
Using social media for more complicated issues, like we handle, may not be your ideal channel. That is the case for quite a few companies. We encourage people use the most accurate and expeditious support solution for them. In some cases, social media, although easy to access and use, may not always be the best option.
Need help from DomainTools Support? Email us to get the most complete answer: MemberServices (at) DomainTools (dot) com.
Category: Domain Tools Updates