Doing business with a company on the Internet can be a very impersonal process. Not only have the founders of FastSpring run several Internet-related companies, we have also been—and continue to be—customers ourselves.
Nothing is more frustrating than sending off an email to a company to get help only to wait for a week to get back an impersonal email with a pre-canned response that doesn’t address the actual question.
FastSpring is different. A real person with a real name will respond to your question promptly. And the same goes for us responding to your customers.
Since we’ve been in your shoes, we always try to treat our customers as friends, and try to understand they are looking to us for real help within whatever problem or question they have.
“Consolidation has been a major trend among e-commerce providers catering to software companies, and this has meant bad news for software publishers. Large corporations have acquired the innovators of this space, stifling creativity and, in an effort to focus on their bottom line, customer service and client relationships have suffered tremendously.
FastSpring fills the gap created by these acquisitions by providing software developers and publishers a solution that comes with something rare in this Web 2.0 era – access to knowledgeable people who understand their software businesses in depth and who pride themselves on providing nothing less than phenomenal customer service.
At FastSpring, “Customer Service” does not refer to an assortment of FAQs, Ticket Numbers, or Auto-Responders as it does for some companies. FastSpring is here to service you.”
– Ken White, SVP Customer Service, FastSpring
To ensure that we provide the best customer support in our industry, we’ve established the following goals:
• Treat each request as important, as if it came from a friend.
• Always address customers by their first name, and always sign each reply so the customer remembers they are talking to a real person, not a gigantic corporate robot.
• Try to truly understand what the customer is asking. If they aren’t clear, ask for more information instead of just assuming you know and sending an inaccurate response.
• Never respond with just a link to an FAQ or support page. If they’ve asked for help, give them real help.
• Answer every email as fast as possible. Never make a customer wait more than 24 hours, and try to impress them and earn their respect with a very quick response time.
• Remember, customers aren’t an annoyance, they are The Reason we are here.
Those are our goals. While many of them seem like common sense or conventional wisdom, we believe they represent the opposite of how many companies regularly allow themselves to conduct business. Goals are easy to state; execution is the important part. If you would like to let us know how we are doing, please send us an email at firstname.lastname@example.org.