Importance Of Customer Support In Ecommerce Trust

We're all familiar with the term, "eat your own dog food." What does this look like at most companies? When the CEO runs into a problem with your product, what happens next? They reach out to the head of support or the head of product and it's all hands on deck to eliminate this very real experience that the CEO is having with the product. If you're going to "eat your own dog food" for the purpose of truly experiencing what your customers experience then it has to be the full experience. So when the CEO runs into an issue with your product, have them contact support as if a customer would, and make sure that nobody knows this is the CEO. Maybe then you will make it easy to find the support link on your website. Maybe then you will stop forcing customers to fight with bots before getting in touch with a real person. Maybe then you will staff accordingly to handle the volume. Maybe then you will eliminate the painful and unnecessary hops in the IVR. Maybe then you will hire skilled support agents and pay them fairly. Maybe then you will appreciate the importance of keeping support in house. Maybe then you will learn to recognize how important support really is for the customer experience. Companies are always looking for ways to implement new processes. But do they ever truly test them from a customer's perspective. It's easy to claim you have amazing support when you never have to experience it. As with any other aspect of your product, put yourself in the customer's shoes. Experience it without the privilege of being the CEO. #customersupport #processimprovement #customerserivce #leadership #customerexperience

How far we've come from "the customer is always right." Customer service is the most public manifestation of your brand. It's the moment people who use your product/service know if you're for real. Yet many companies treat this responsibility as a cost-saver, outsourcing the work to cheap labor or AI and making customers jump through hoops to get issues addressed. News flash: No one calls customer service to say thanks. They're calling with a problem they want addressed in a timely manner. Recent experiences suggest those responding to calls/emails (not entirely sure they're human) are programmed to disincentivize the caller. Providing your order # and a short explanation is no longer enough. Now you have to provide a video of the product and what's wrong, the serial number, product number and more. Looking at you UREVO, which sent a new walking pad a few days ago in a banged-up box without all the parts and disconnected me twice from customer-service call during business hours. And then there's companies like Spotify that won't even let you contact them to fix an issue. On the other end of the spectrum are companies like The Farmer's Dog, Chewy and ŌURA, where actual humans respond quickly and specifically to your issue. When my Oura ring stopped working just after the warranty expired, the customer service rep had me upload some data, kept me posted on the review and authorized a new one within a day or two. Can't recommend these companies enough. Here's the thing: It doesn't matter how much time and money you spend on marketing and advertising. If real customers are critical of their experience and your product, their shared experiences on reviews, social media and to everyone they know will cost your far more. #customerservice #communications #brand

The real reason your customers churn is not because your product doesn't work 👇 Ok, maybe it is if it doesn't work all the time. 🤷♂️ But more often than not, churn happens because of how you handle things when they break. 👇 Here’s what not to do: ❌ Ignore it, sugarcoat it, or make customers jump through hoops for answers. Here’s what actually builds trust: ✅ Acknowledge the issue. A simple “We’re on it” is better than silence. ✅ Provide ETAs & updates. Uncertainty is worse than the issue itself. ✅ Own the mistake & prevent it from happening again. That’s how you turn a crisis into loyalty. ⁉️ I’ve seen even world-class teams drop the ball on these basics over the past 8 years as a Customer Success Leader in fast-paced environments. Why? Lack of visibility, alignment, and unfortunately some times, empathy. 😓 It starts with your support team—they’re not just there to “fix” problems but to shape customer loyalty with every interaction. 🫡 They are on the frontline shaping customer loyalty with every single interaction. ✊ That's why you'd want them to be as best equipped as possible. To know what went wrong and why. What to say, when, and how. But it's unrealistic to expect them to perform at this level without the right tools on their hands. At Intryc (YC S24), even though we're early on and far from perfect, we have set up alerts throughout the entire workflow of our customers. Our support channels are monitored 24/7 to ensure every wrinkle is captured and ironed out. Sometimes we drop the ball but we're upfront about it, we pick it up fast, and we move onto a solution with relentless execution. Perfection is a myth. Transparency and speed wins every time. Think about your own experience as a customer—do you stick with brands that hide issues, or those that own them and make it right? What’s stopping your team from handling issues with full transparency and urgency? Drop your thoughts below 👇