Comments on: Phone support for your web-based products – Yes or No? http://jeremiahx.com/2008/07/25/phone-support-for-your-web-based-products-yes-or-no/ The Blog of J.J. Merrick Wed, 24 Feb 2010 09:55:25 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Sam Farmer http://jeremiahx.com/2008/07/25/phone-support-for-your-web-based-products-yes-or-no/comment-page-1/#comment-4414 Sam Farmer Fri, 25 Jul 2008 21:57:05 +0000 http://jeremiahx.com/?p=196#comment-4414 At Interfolio we have phone customer support in addition to email customer support. Having phone support works out very well and helps give us high approval ratings for customer service. At Interfolio we have phone customer support in addition to email customer support. Having phone support works out very well and helps give us high approval ratings for customer service.

]]> By: Joshua Cyr http://jeremiahx.com/2008/07/25/phone-support-for-your-web-based-products-yes-or-no/comment-page-1/#comment-4411 Joshua Cyr Fri, 25 Jul 2008 20:44:34 +0000 http://jeremiahx.com/?p=196#comment-4411 Absolutely! I think the option at least is valid. Free email/forum support. $ for phone support. Let the client decide. That doesn't mean that you can't call client if needed of course. For $50/month client you will lose money if you answer the phone. However if you charge them then its value add for them and $ for you. Charlie has a phone number that charges per minute, which is pretty cool for those situations. That said we usually don't charge when people call us. Good customer service is trying to be reasonable. :-) Absolutely! I think the option at least is valid. Free email/forum support. $ for phone support. Let the client decide. That doesn’t mean that you can’t call client if needed of course.

For $50/month client you will lose money if you answer the phone. However if you charge them then its value add for them and $ for you.

Charlie has a phone number that charges per minute, which is pretty cool for those situations.

That said we usually don’t charge when people call us. Good customer service is trying to be reasonable. :-)

]]> By: J.J. Merrick http://jeremiahx.com/2008/07/25/phone-support-for-your-web-based-products-yes-or-no/comment-page-1/#comment-4410 J.J. Merrick Fri, 25 Jul 2008 20:41:09 +0000 http://jeremiahx.com/?p=196#comment-4410 Josh, my question is if it is a $50 a month or less client do you still try to charge them or just no bother? Josh, my question is if it is a $50 a month or less client do you still try to charge them or just no bother?

]]> By: Joshua Cyr http://jeremiahx.com/2008/07/25/phone-support-for-your-web-based-products-yes-or-no/comment-page-1/#comment-4409 Joshua Cyr Fri, 25 Jul 2008 20:29:15 +0000 http://jeremiahx.com/?p=196#comment-4409 Some people really just want to call. I see no issue in charging more for that then email. Also sometimes it's just MUCH easier to identify and solve an issue when talking to someone vs back and forth email or forum posts. Especially when the other end isn't skilled. Some people really just want to call. I see no issue in charging more for that then email. Also sometimes it’s just MUCH easier to identify and solve an issue when talking to someone vs back and forth email or forum posts. Especially when the other end isn’t skilled.

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