It can’t be said enough – if you design products for a living spend some time in your support queues. Ask the founders of companies you admire for customer service. I guarantee you that to a person, they’ve all spent time answering the phones or emails of their confused, irate and sometimes even happy customers. Don’t duck your users. Overheard from an entrepreneur: ironic you spend all these dollars trying to reach your customers (marketing) and then even more trying to avoid them (lack of phone support, etc).
This is top of mind for me because i recently found a few YouTubers taking it unto themselves to answer random questions at our page on Get Satisfaction. Awesome! So i joined them. We’ve got our own official support channels but we also know that you need to go to your users instead of always dragging them to you (while setting expectations that there are other places they can go to get scalable support). Besides Get Satisfaction we also look at Twitter feeds and blog search to detect questions or trends that we might otherwise not hear about. We’re definitely not perfect and have our own scale issues in communicating with hundreds of millions of people worldwide, but we want to improve each day.
If you don’t care enough to try and solve your user’s problems don’t be surprised if they go away one day.
We announced our acquisition of Omnisio today – a small online video technology company of three great peeps. Exciting – when i met these guys i knew it would be a good match. So we went and got it done. It was just that easy 😉
Being one who loves a good cover song, was excited to find these gems on YouTube:
Guerilla Radio – Alanis Morissette gives her take on this Rage Against the Machine banger My Humps – Another Alanis classic for this Black Eyed Peas Top 40 hit Hey Ya – Supersuckers amp up Outkast – shake it like a Polaroid picture Breakin the Law – Supersuckers do some Priest, country style Sweet Child o’ Mine – Carrie Underwood (American Idol?) Sweet Child o’ Mine – Kelly Clarkson – what is it with these American Idol chicks and Gn’R? Turn the Page – Metallica channels Bob Seger Darling Nikki – Foo Fighters rip this Prince oldie [Foo Fighters do so many great covers that the local SF paper opined a Top 10 list]