The Best Way to Spread Your Message Jason Moore

Seth Godin, once again, nails it!

A few of the companies that I am passionate about made my list solely on the fact of how they answer the phone.  One of them is GoDaddy.  Each time I have called them with a question, the service rep who answered was amazingly well versed on all topics discussed.  It was clearly evident that there were no call scripts (outside of the greeting) or canned answers about why something was not their fault.

This is something that we strive for as well here at bigWebApps.  We are currently working with early conceptions on how to improve our support and training for our clients.  One of our clients asked how she could know what we know which has led us to think about our help material in a different light.

Our goal for our help and training material is that if someone utilizes the tools that we give them, they could easily strap on a headset and start answering support calls for us.

The challenges to this outlook are flooding my brain right now, but the overall concept has me extremely excited.

There are two main points at play here as well:

• Make our applications as simple and easy to understand as possible
• When complex tasks are necessary, supply the person with the necessary "training" to become an expert if they are willing to dedicate the time (keeping in mind that time is a precious resource)

Do you know of a company whose training and help materials exceed all of your expectations?  Share those with us!

Comments

Jeremy Tuber

Couldn't agree more with this post about Go Daddy. I live just south of their main offices in Scottsdale, AZ and all of my web design accounts are through them. Each time I've contacted support they've been friendly and HELPFUL - wow, what a concept. These guys aren't reading off scripts, they are solving problems on the fly.

Jason Moore

Thanks for the comment, Jeremy. If all companies approached support as GoDaddy, we certainly would not have consumers in such a disgruntled status all of the time.

Nothing beats a knowledgeable rep that acts as if they care.

Jason