Friday, November 11, 2011

Customer Support Rule #1 - Don't be a Robot

A recent user support interaction, pictured below, is one of many examples I've experienced where being honest and human goes a long way in winning over users, and humor doesn't hurt. You don't have to be 'nice', don't have to follow a strict template or be formal. You just have to communicate with your user like a real human being.

Users love it when they realize there's a human on the other end, and not a robot that's spewing stock replies crafted by corporate types. That is, often, the start of a loyal relationship.

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