Software Customer Service
I get very frustrated when I risk trialing a new software package and then they don’t give me the service I need – and then they send me yet another form letter asking how I’m liking the package….. and it’s still sitting on my desktop taking up space, and is un-used.
I heard that NEO – Nelson Email Organizer was supposed to be a good package. I haven’t a clue if it is or not. Maybe they’ll be so kind as to help me figure out the error messages I get – or respond to my ‘help’ messages that they so kindly ask for.
Principle: If you’re not going to offer appropriate support when you’re offering a trial software package, wait until your customer care is as viable as your product. Otherwise, you’ll needlessly lose the trust of prospects. There is a lot of ‘product’ out there, and sometimes, the only way we know how to choose one product over another is through great customer care.
-Sharon Drew Morgen
