Wouldn’t it be great if we could all do everything 100% correct the first time around? Unfortunately, that’s not the case. As developers, and people, we at UltimateWoo make mistakes. Everyone makes mistakes and that’s okay. For us, how we correct those mistakes is of the utmost importance. These are some reasons we pride ourselves in providing excellent support to our customers.
People Want Help…Now
Most of us are used to being able to call tech support or a store when we need help with something we purchased. Often times, these resources are available around the clock and we are connected with someone right away (or after a few minutes of holding). The reason this is a preferred type of support is because the resolution is received almost immediately.
In the WordPress theme and plugin market, this type of support is rarely provided. Instead, buyers and vendors communicate through internet-based channels, such as email, support tickets, forums, etc. When these methods are used to communicate, a wait between updates is to be expected. That wait, along with the quality of the response, is what leaves lasting impressions on potential and existing customers. In a market where phone calls and immediate service are not the norm, sellers must create efficient support methods that are intuitive to customers and streamline the process for everyone involved.
People Remember Personalized Effort
A great, valuable product will get you sales. Personalized experiences will get you renewals. As is common practice for plugins and themes, customers purchase something and receive a year of support and updates. After that year is up, the customer must decide whether to renew that service. How well you provide personalized support during that year is critical in their decision-making process. If we provide a poor support experience, we expect the customer to remember that. Poor support helps no one. That’s why we bust our tails to provide great support! We’ve created a useful support area, seamlessly integrated in a customer’s account page, where customers can easily submit and update personalized support tickets. As support providers, we collect all pertinent information before getting to work on a resolution, increasing the likelihood of determine the problem on the first take. For these reasons, most of our tickets are resolved within 24 hours.
Great Support Helps Everyone
Like we said before, bad support is costly to everyone. Customers lose time and money when they have to wait for an answer that doesn’t help. Sellers lose credibility and customer loyalty when they fail to resolve their customers’ troubles. While providing excellent support can take some additional time, it’s best for everyone involved.