We fell into a trap.
It’s a trap that seems to catch a lot of most companies out – the notion that customer service, and your support docs, are only there to help out your existing customers.
Obviously, helping your existing customers is essential. But that’s just part of the story…
How your team treats customer service and your support documentation impacts everything – from acquiring users through to how likely they’ll be to recommend you.
Think about the last time you were deciding on a new tool. Did you check out their support site to find out if they had a specific feature? Did you look to see if they integrated with that service you use every day? Or if new feature X was on the horizon?
If you’re anything like me, I’d say the probability was pretty darn high you looked around their support site. If you were convinced enough, maybe you even shot them an email to find out more.
How to make customer service your most effective marketing channel
