as a start-up companies, products and technologies imperfect circumstances will inevitably be complaints or complaints, the user will tell you seriously, indicating a certain degree of recognition of your product or, who have not wasted their time and energy ? start-up companies should seize the opportunity and the user of this “enthusiastic” into product loyalty and satisfaction.
some start-up companies and even some large companies have not get the chance to “public relations crisis” into a positive “brand marketing”. Most classic case than the more the lovely World War II Siemens. I want to say today is the opposite case, and specific analysis of the place which do not in place. story protagonist is a small L students and the Simon network disk
small L has been a big fan of Dropbox, due to reasons known to all in the country is very inconvenient to use, but fortunately the domestic several similar products, select a custom that the technology is still good, “Simon the network disk. Small L purchased a the VIP4 member of the Simon network disk, to better enjoy their products and services, but the tragedy:
1, network disk file synchronization occasionally go wrong, moving a file to another folder, the file synchronization time when the location of the original location and moved.
2, part of the word document to read or operation will generate an error, and then produce multiple versions of backup files.
help optimize the purpose of holding a small L submitted a detailed product BUG instructions in the forum of the network disk error feedback zone, and hope to get timely feedback and attention.
after a few days a small L BUG feedback posts almost no officials responded three days later only a standard official language: proposes to add a QQ group ….. “. Plus their customer service staff qq issued to them, then customer service is very enthusiastic to a network disk log file, then? Then there is no news ….neglect and omissions of
customer service personnel will slowly lose the confidence of customers for the products, even if it can not solve the problem in a timely manner to give feedback the progress of the problem perhaps the customers can understand.
after a small L in succession in the forum urged the managers concerned to solve the same time, found some hidden problem to get a reply are uniform’s official reply “proposes to add QQ group …”. Then QQ contact their technical and operational personnel, technical personnel admitted the possibility of the existence of the hidden risks in the communication process, but can not reproduce the problem, so the problem is not in the priority queue. The head of operations is not in the forum to respond to the fear of fear of competitors to seize the handle.
small L are basically three days before the response, and feedback of many users complained that the official is not timely, and customer service plus the QQ group, and user feedback group full of the increase is not in. Small L in more than a month “rights” helpless, the case has been repeatedly broken heart, can only apply to delete the account of the network disk to cause the attention of the official management, but in order to alert posterity and ask them to keep the forum bug submission records, to facilitate later traced the problem and solve. However, more tragedy happened, the forum service personnel directly to the network disk account to delete the forum posts have been deleted
staff and shirk on their products more terrible negative impact on the timely recognition of errors and sincerely to give customers the progress feedback, allowing users to get enough attention at the same time customers will be given sufficient understanding of , in good faith with the bear will start-up companies, brands and loyalty have a good upgrade.In this case, the difficult to see that the small L used to be absolutely loyal users of the product, and their products are more familiar with. Timely discover and seize the 1% of loyal users, and effective communication, and guide the continuous optimization of this small part of the group company’s products and services start-up companies, low-cost effective ways to improve products and to spread the brand.
start-up technologies and products have a problem can understand, after all, is a new thing in the development of the user will be the product details and features perfect to give a degree of tolerance and patience. But customer service and operations personnel as unable to listen to the voice of the customer, comfort of the user’s mood will user stifle enthusiasm for the company’s products, the company is a loss, a lack of respect for the customer, it is difficult to believe that a lack of respect for client companies to have good development prospects.
suggest that the start-up company to listen to customer feedback in a timely manner and given the positive attitude, gather and effective use of the enthusiasm of customers to upgrade their product quality and user reputation. Customer service, this is a long-term business process, rather than just hang a slogan of the company’s wall.