How To Increase Customer Satisfaction

I was reading a blog post about slow customer support. It reminded me of how slow StartXchange support was not too long ago.

The key I found to customer satisfaction and support, is a forum. Some things start to happen when you use a forum:

• You can write one answer, and help multiple people at the same time.
• Other members begin to help answer questions for each other.
• Everyone sees you replying, so they know you are actually there (even if you don’t get to replying to them right away, at least they know you aren’t AWOL)

After creating the traffic exchange forum the number of repeat questions dropped significantly. You’ll still get them, because it can be difficult to find every answer in a fast moving forum, but it helps dramatically.

Thinking of starting a forum? I highly encourage you to check out this free forum software. It is written by my friend. He even offers reasonably priced installation services ($20) so if you know nothing about forums you can get one going quickly.