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Technical Support Why Email Is Better Than Phone Support |
Our policy is to provide unlimited, free technical support to all current customers. We treat it as our top priority; even when we are very busy, we always respond to requests for tech support before we do anything else. Often that is within an hour of receiving the query. We feel strongly that our business depends upon the good will and positive experiences of our customers. This alone would account for our policy. However, there’s more. We see several direct benefits that we receive from this practice: • We learn about problems with our product. Yes, we do test before we ship, but if we gave Mif2Go the workout that all our customers do, as a group, we would only be able to ship a new version once a year! So our customers help us find our mistakes. Their reward for this is that we fix the bugs immediately, and send them a fixed version the same day. • We find out where our documentation needs improvement. Many questions we are asked really are answered in the docs, but if someone can’t find the answer, that’s cold comfort. When we reply, the writers get a copy of the query, and try to improve the access to the information before the next update goes out. • We discover what our customers want us to do next. If someone wants an enhancement badly enough to write to us about it, chances are others are in the same boat. If it’s an easy one, we make the improvement on the spot, and send the upgraded software to the person who asked for it as an instant update. If it’s too complex for that, we add it to the list for the next regular upgrade. The great majority of our product improvements are the direct result of a customer request. | ||||
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