Smiley goes public: Now everyone can see how our customers feel about our customer support. 37signals now lets everyone see the 100 most recent ratings of support interactions. Really like the way it’s labeled the “Happiness Report.”
LongReply – When you care more than 140 characters. Interesting tool MailChimp has developed for custom support via Twitter. The keyword analysis and hourly email summaries look nifty.
Why doesn’t every news organization include a help section for new users? If I’m unfamiliar with reading news online where do I go to learn about the information a publication offers as well as how to make the most of it?
A corollary to this is that at some point we’re going to have to stop assuming people intuitively understand how to consume journalistic content. We must build structures that encourage our users to explore and play.
If you are a service organization or have to deal with customers, there’s something here for you to learn: a customer with a problem is an opportunity. Empathize with them. Take responsibility. Do your best to resolve the issue. If you do that, you’ll tie the customer closer to you than others who never have a problem.
From Attitude In Customer Service Is Everything by Randy Murray. Wise words indeed.
Windows Live Spaces has doubled the number of monthly signups at WordPress.com. Quite the busy last few months for us.
With the addition of Windows Live Spaces sites moving to WordPress.com, Windows Live users who are new to blogging coming here, and word-of-mouth from our current and very passionate users, the number of people joining WordPress.com has doubled to over 900,000 per month (up from around 400,000 per month before the migration).