{"id":3077,"date":"2016-04-12T17:30:00","date_gmt":"2016-04-12T12:00:00","guid":{"rendered":"http:\/\/blog.plugmatter.com\/?p=3077"},"modified":"2016-04-12T17:30:00","modified_gmt":"2016-04-12T12:00:00","slug":"customer-support-lessons","status":"publish","type":"post","link":"https:\/\/plugmatter.com\/spark\/customer-support-lessons\/","title":{"rendered":"11 Customer Support Lessons Learnt After Solving 3000+ Customer Queries"},"content":{"rendered":"

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“We believe that customer service shouldn’t be just a department; it should be the entire company.” – Tony Hsieh<\/p>\n <\/div><\/i><\/p>\n

We at Plugmatter<\/a> have always strived to be a company that keeps our customers thoroughly satisfied with our products.<\/p>\n

Sure, we\u2019ve had hiccups. We\u2019ve slipped. And regretfully so.<\/p>\n

But we always<\/i> got back up, ensuring that we go the extra mile to help our customers. To keep the line of communication open. To know and provide for their requirements.<\/p>\n

We\u2019re still learning <\/b>– and more importantly – we\u2019re willing<\/i> to learn how to help our customers better. That they\u2019ve voted on our product with their money, makes it worth the learning curve.<\/p>\n

\"\"<\/span><\/p>\n

We want others to benefit from our experiences with handling support over the past two years. And I\u2019m happy to share them with you in this article!<\/p>\n

1. Support for plugins vs. SaaS products – apples and oranges<\/b><\/h2>\n

Truth be told, when we started Plugmatter, we weren\u2019t ready for the number of customers we ended up attracting. The numbers were beyond our expectations.<\/p>\n

The thing was, we launched a product that promised optin box templates that were top of the line.<\/p>\n

But we hadn\u2019t yet made them responsive<\/i>.<\/p>\n

That was a huge oversight. Within the first few support tickets itself, it was loudly evident that we\u2019d made a huge mistake. We had to make them responsive, ASAP.<\/p>\n

Fortunately, thanks to our brilliant team, we did. But why<\/i> did we underestimate support in the first place?<\/p>\n

Well, we are from a SaaS background. RapidFeeds<\/a>, our first product, has been running for 10 years now, having close to \u00a075,000 users.<\/p>\n

And with RapidFeeds, we receive only about 10-15 tickets per month. And that’s exactly what we expected from plugin as well.<\/p>\n

Managing support for a WordPress plugin\u00a0was entirely different from doing it for a SaaS<\/b>.<\/em><\/p>\n

\"RapidFeeds<\/a><\/span><\/p>\n

Anyway, here are some fundamental differences we learned in providing support for a WordPress plugin, as opposed to a SaaS product –<\/p>\n