These are some of the shout-outs we get each day from our happy users. Shipping the product is merely a first step; our job is not done until the user is happy. This happiness comes from experiencing a great product coupled with kick-ass support. Happy users then become life long marketers, an example of this is what we spotted trending on Reddit a few days ago:
This is not anecdotal, we see many users with such a sentiment everyday. We consciously go the extra mile to keep users happy. Here are a few things we’ve done to make this happen:
Support is in our culture
I’m proud that we have a great support team. In addition, everyone at CloudMagic handles user queries. If you have feedback on design, the design guy will attend to it, if you report a bug on CloudMagic for Android, the Android developer will be talking to you and so on. At times, even the CEO handles the support. What’s more exciting than talking to the very users for whom we build products!
We are all ears
Users are busy, and that’s that. So we make it dead-easy for users to reach out. The support team is just a tap away from our product. Contact Us essentially composes an email to us.
If the user is reporting a bug/issue, we immediately work towards debugging it and fix it based on the severity. Bugs always get priority over new features and enhancements. If it’s a feature request, we probe to understand the use-case and add it to the leaderboard. This makes it easy for us to choose the popular requests and build them in one of the upcoming builds. More the popular requests implemented, more number of happy users.
We also drop a personal note to all those users who had requested the features or were affected by a bug, which make them further happy!
Many users reach out to us on our support email – firstname.lastname@example.org. We conclude our conversation asking users to follow us on social networks they prefer. Social networks provide a better platform for us to engage with our users. So, the next time we want to update users on a new feature or want to share something interesting we have a good set followers on Twitter, Facebook and Google+.
Once in a while, we ask happy users to rate us on the app stores. Most likely they would rate us with 5 stars with a nice review. I cannot emphasize enough how important the app stores are for distribution of a mobile app. We take any low rating very seriously and ensure we attend to it the best we can i.e. on Android, we respond to them and engage in a conversation and on iOS, try and find out what went wrong.
There are companies that are built on awesome support – Amazon, Zappos to name a few. We too want to be known for awesome support and we’re definitely on our way there. Let us know what you think about our support, or customer support at your company.