A quick Google search would tell you that the idea of great customer service being marketing is most definitely not a new one. In recent months however, we’ve started to truly see the power of valuing excellent customer service…
We get a slew of e-mails every day and most of them are our own imperfect doings (i.e. our themes do at times have bugs, user accounts are sometimes exposed to glitches, and our website isn’t always as clear as it could be). The tone in these emails normally ranges between being neutral and being negative; and we have thus learned that the only way to counter these imperfections is via truly valuing our users and giving the best possible customer service experience.
Amazing customer service manifests itself in different ways: user experience, usability, being helpful, going the extra mile, responding efficiently and quickly to a problem/query/or recommendation. There is therefore many different ways to impress your user in such a way that you can turn a neutral / negative situation into a positive marketing experience.
The bottom line is, that a customer may walk in your door being unhappy, but if you can let them leave in a happier state, you’ve “won”. There simply is no substitute in business to great customer service!
21 Responses to “On Great Customer Service”
Agreed. Customer service is an infallible tool, often overlooked by marketers.
I was once told to treat every customer complaint as a sales opportunity. Great advice and I have seen it proved right many times in the real world
I agree that great customer service is important. And that’s why I’m a WooThemes customer. Absolutely amazing service. Well done!
Guys – there is NO match for you out there in terms of customer service. Whatever issue I had, be it a customizing question about a theme or a login glitch, it was dealt with in the most extraordinarily friendly and professional manner.
The fact is: I don’t really need a theme right now or in the foreseeable future, all my theme needs are met. Still I remain a subscriber, and I don’t plan to cancel anytime soon. Why? Because I love being part of this thing, and I love supporting you. I know it sounds phony, but I’m proud to be a Woo customer. I’d miss something if my subscription ran out…
Great customer service is one of the only shortcuts to building a great brand. There are countless things businesses try to do to intentionally brand themselves but I think investing in fantastic customer service has the highest rate of return out of all of them. What are your experiences with branding and how service affects it?
As everyone has said, yes, customer service is so important, and often overlooked. It’s a term so many businesses throw out, but don’t abide to. WooThemes is one of he few that walk the talk.
Having great customer service is also very critical to sites who sell premium themes. I have a handful, including WooTheems that I always recommend, with one of the main reasons being, great support and customer service.
Keep up the great work!
the good and fast support is the reason, why I am with Woothemes.
Nothing sucks more if you buy a theme and there is no support, updates or reaction, if you got a question.
This is the main reason, why your business model works so fine. There is tons of other themes out there – so this is the reason for success.
Always keep this in focus!
Anytime I’ve emailed you guys directly I’ve been left in a happier state! Cut down a little on the
emotions in the forums and you’ll be rock solid!
We are only human, but try our best to be happy all the time
I was more or less ribbing ya. The customer service you provide has always been a huge selling point for us and keeps us coming back (and telling our friends)!
Glad to hear Taylor!
Woo has this knack for offering service beyond that expected. We had some issues with their credit card processor upon sign up, but Woo workers came to the rescue. Not only fixing the problem, but allowing us to receive the benefit of an expired theme discount. We are proud to be a WooTheme user and Affiliate. Seems they genuinely appreciate us, as well!
Indeed we do
Thanks!
This is the decade of small business and it is for exactly this reason – a company which can provide quality service to its customers will stand out over bigger more “glamorous” competitors.
You can see it from the responses here that Woo has managed to win customers and keep them happy and coming back for more.
Your customer service is excellent, Woo peeps.
Whenever I ask a question in your support forum, someone comes to my aid rapidly.
That, plus the great design, are why I have come back.
You guys just rock! Seriously I have come across so many companies that don’t care about customers or the services that they supply that anything to the good now is a breath of fresh air! Any issues I have ever had have always been cleared up quickly and without any question!
Keep up the good service and of course the amazing designs!
Perhaps I can get service through this Customer Service comment section…for the past two days, been trying to get in touch with anyone at Woo Thems to let them know I am unable to log in, none of my information works, and I am frustrated.
Been through all the channels – no response. Really do need to log in….
I would put this on the forum, but not able to get in as my information will not be recognized.
Customer Service is extremely important – I know, as I have been in my own business for 38 years, and believe in jumping on a problem ASAP…I’m having a problem..
Thanks so much!
Hey Elaine, it’s best to email us with account issues, and I see you have just done so, so we will respond by email.
Agreed, Woo has it’s Customer Service down. I think you should have a white paper to help other companies out.
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