Tag Archives: customer lifecycle management

Support Channels: 3 reasons why you don’t like forums (but Companies do)

Forums are an incredibly powerful tool.. and I don’t like them.
I never liked them as a customer, I don’t like them as an agent.. and you know why? Because nobody seems to get them right and I have no power over it.

If you ever used them, you probably know that is really hard to find the information you were looking for unless you have a lot of patience and you really know what to search and how [xkcd.com].

So what are the real goals behind forums and on-line communities?
What are Companies trying to achieve?


Goal #1: create a community

Forums are made so that communities can spark around the products, but people know better than companies that having something in common does not make a herd of strangers a community.

People usually lands on forums because they want a problem solved, not because they want to make new friends.
Their problem is always bigger than yours, there must be somebody else out there that has found a solution and it must be in the first page.


Goal #2: create a knowledge base

Another goal pursued by companies is the creation of a Knowledge Base, a place where all the solutions might be stored like books in the Library of Alexandria.
Nevertheless, the era of Internet brought us a bad habit: impatience.
If something is not in the first three search results, we don’t even bother scrolling down and there is no such a thing as a second page of results.
Accessibility matters: if what a person is looking for does not stand up the moment we walk into the library, is simply “not there”, like when a child says “Moooom, where is my jacket?” without even looking for it: I want it all, I want it now.

It is only when you think about customer service and satisfaction, looking at the bigger picture, that you start to see the real raison d’etre of forums.



Spending energies driven by a discomfort only increases the original negative feeling, affecting the perception of the Company, of the product and of the support.

The fact that forums are public, manually tagged and coded (yes, by real people), lets customers know that the Company is reading. Customers want the Company to know how pissed off they are, impacting on the public image.

A mainstream forum is no more than a rant box, a room of pain: it lets every customer blow off the rage making it public, but at the same time inaccessible; relying on the simple inability of the average person to find what they were looking for. In this sense, forums are the real ancestor of Twitter as a media channel: Company gets visibility, but only the last comments are the ones that will really be seen (most of the time). Mood is usually not monitored.

Thanks to forums, Companies have marketing black holes that allow them to do whatever they want: gather information about issues with their products, get in touch selectively with customers and ignore all the background noise.

On top of that, there is another good reason why forums are a great resource to every Company that knows how to use them, and I call it “Evangelization”.


Extra bonus: additional workforce

When a community reaches a critical mass, be it because of a great Company or a great product, it will be easy to find customers really different from Joe Sixpack; customers willing to defend the line of the Company beyond the extra mile: fanboys, most valuable professionals, technology evangelists.

This people is the most valuable resource a Company can nurture through forums, having them working as customer service agents without them really realizing it.

This kind of customer wants to feel part of the Company more than everything else, but did not had the chance. Some of them hope to be noticed by the Company.
They will get more productive with time, not just because they will have more experience, but because the Company will award them, fueling the sense of belonging with a processes similar to gamification.
Small gifts, prizes, tokens of gratitude will increase the product and brand loyalty, creating business agents out of ordinary users but with three added benefits:
– The Company does not pay them
– The Company is not responsible for them
– The Company gets free positive marketing

Since the “evangelists” are third parties and not employees, they are not paid of their work and their actions can never be associated to the Company. This protects Companies from every downside, letting them hold the whip hand.
Their condition of “wanna-be part of the family”, triggers psychological mechanisms that let the marketing reach places and moments that are normally private: social occasions, for instance.
Fanboys, more than everybody else, will never lose a chance to show how much they know about the product, trying to attract everybody else to their cult.
Their reputation is publicly fueled by every single token and recognition that the company is willing to give: a digital badge, a real medal, a phone that costs 100 € to manufacture.. you name it.


So.. how do you like forums now?




Google pays millions of dollars for.. cats

I love cats, I really do.

Some years ago I stumbled upon an urban legend, a story about a woman who had her cat dry in a microwave and then sued the manufacturer because the cat.. well, did not take it too well.
Manufacturer found guilty: the instruction manual never said anything about using the microwave on living beings.

Yesterday, news all over the world reported that Google settled with the Federal Trade Commission to pay at least $19M to eligible parents as a form of compensation for the in-app purchases made from their children on mobile devices. If you are not familiar with them, in-app purchases are “magic gems”, “gold coins” and other virtual goods that you can buy inside of digital games by using real money.

I honestly think that those parents have a lot in common with the lady that put the cat in the microwave and then sued the manufacturer.
To better understand why, imagine a daddy with one of the best phones humanity ever built: the Nokia 3310.
Imagine this man, giving the phone to her little, lovely daughter, so she can play Snake. A couple of hours later, he finds out that his baby girl just drained the credit on the SIM card because she pushed some buttons and called a guy in Antarctica.
What would the father do?

I like to think that the people who will vote on this survey, will go for the third option. Not even Homer Simpson, in the famous episode “Bart VS Australia”, remotely thought of suing the phone company after Bart did 900 USD of international calls. If something like that does not cross even Homer Simpson’s mind, maybe it should ring a bell or two.

People tend to see technology as a scapegoat for their own laziness.
The fact that phones are “smart” does not mean that they turn Flash Thompson in Nikola Tesla, but this is what people seem to expect from a smartphone. “If it is so smart, why did it do something that stupid? A person would never want that!”

Well, guess what, dear reader.. If you give your son some money while you are in a candy store, he will buy candies. And no, suing the owner of the store will not make up for your own short-sightedness.
If you leave a toddler in a room full of knives, chances are he’s gonna get cut. Badly.

That is why, dear readers and parents out there, please remember about Spider-man when you buy something powerful as a modern electronic device can be: with great power, comes great responsibility, and there is no smartphone in the world that can save you from that.


Support Channels: the secret behind the front desk

The first support channel mentioned in the Hitchhiker’s Guide to Customer Service is the “front desk support”, but does such a thing really exist?

Support is often seen as an inherited right after purchasing a product or a service, at least for some time. Truth, as a matter of fact, can be different.

I started repairing computers in my small town in Sardinia when I was around 8. The Commodore 64 was being left behind by the first 286s and its successors; computers were becoming familiar.
I started repairing them for free, then I started doing it for pocket money. The key concept, is that I did not sell those computers; I only offered support as a third-party. Customers knew it and were willing to pay.

In 2014, when Joe Sixpack purchases a new phone with a SIM card included, he will come up with a question about the phone or the services. From his point of view, he does not need to know who offers what: he feels entitled to support by both companies. This is something every Joe and every customer service agent knows, but companies, usually, do not.
Whoever Joe will find behind the desk will not be a customer service agent, but a trained seller.

Customer service operations are always run at a loss when they are not the revenue stream for who offers them: that’s the difference between the 8 years old me and whoever helps Joe in the store.
If you do the math, things could not be any different.
Commercial leases, salaries and marketing expenses require a constant effort that is a far cry from the profits generated by front desks: they can be considered as part of the customer acquisition cost.

Every seller, at the end of the day, can easily serve as an entry-level customer service agent, while the opposite is both less probable and less valuable to the Company. This is, again, because, customer service operations are not expected to be profitable. Every lead generated by a customer service agent is only a side effect.

Now let’s go back to the most important part of the equation: Joe.
Is the front desk really useful to him or is just fool’s gold?
You can find the truth by thinking on your experience as a customer; think about phone companies, utilities, post offices and Apple Stores: what makes a support worth being used?

The first things that will come to your mind are:

– How much of my time and energies did I spend?
– Was the issue resolved?
– Am I satisfied with the solution?

Needing a real, physical store, Joe needs to invest a considerable amount of time.
Time to look for the store, to spend queuing, explaining and waiting for a solution. Maybe Joe’s inquiry was a quick one, maybe it was a technical issue and the phone was sent for repairs, replaced.. you call it. What is certain, is that Joe is sacrificing a lot for the cause, and this is a huge cost both for him and for the Company which keeps a salesman busy with an unproductive task.

Will a salesman be able to face the majority of the scenarios of Joe and his likes?
This depends on the market. For an average salesman, it easy to provide answers to customers’ questions based on the features of the sponsored products.
Nevertheless, today’s world is more complicated and a P-Mobile salesman has all the right in the world to ignore how to configure a feature X in the new superDuperPhone 5s. After all, it is not what he is really paid for.
This is the result of “noun-oriented product training” as described [books.google.com] by Bosworth, Holland and Visgatis in the book CustomerCentric Selling [amazon.com]; showing the remarkable difference between knowing the features of a product and using it in day-to-day applications.

The customer satisfaction, as a result, depends on different factors. The issue resolution is not as paramount as it seems (we will talk more about it in the next posts), but there is a psycological aspect that needs to be considered and that works as driver for future sales and customer retention: did the customer feel good after the support?
That is where you start to see a bigger picture.
Time spent standing, queuing, maybe in an unpleasant environment (post offices, banks, offices), focusing on explaining what is annoying you to a complete stranger.. That is why there is no such a thing as a “front desk support”.
Front desks are sales channels and they merely give customers a fake sense of accountability when dealing with an issue, a valve to blow off some steam.

Is that really what you want as a customer?
Is it really the customer experience you want to offer?

Share your thoughts and report the best and the worst stories you have on the topic; it will be interesting to see the reactions.

Oh, and speaking about the devil.. a friend of mine can tell you a thing or two about Joe Sixpacks coming to a front desk: that’s the Eternal Sunshine of the Spotless Customer!