Customer Support and Services - Thoughts on Customer feedback

Customer services and support is a very big part of my daily work, we try to help our customers every day, hence we are always looking for their feedback to make sure we are improving from day to day.

Hence, I would like to share some thoughts on points we are always looking for from our customers when it comes to the shared feedback:

1-?????Always try to fill in the feedback (Survey) link you will receive, regardless of how much you will rate the experience, but it’s very important for the customer service team to evaluate their quality of support and work toward improving it if required.

2-?????Whenever you are not satisfied with the support you received, try to explain more in the verbatim box, sometimes the customer service department will not be able to identify what went wrong without having a verbatim, hence next time you will ask for the support you may get the same bad experience.

3-?????Even if you receive good support, we also want to know why, hence we can focus more on our strengths. So please fill in the verbatims.

4-?????Whenever you get the feedback request link, always remember that we usually ask about the support cycle experience itself. For product limitation, Design change request, unsupported scenario, and other related issues you can add your comments it in the verbatim box, however, remember to evaluate the support cycle itself and not those issues since usually these things are out of control.

5-?????Ignoring the feedback request which usually should not take more than 5 minutes from your time, may not help the support service team in improving due to the lack of info about their support and the service they provided to you.

6-?????I can assure you that your feedback will never ever be ignored. The customer service and support team are reviewing every single piece of feedback to make sure they are addressing the gaps and provide you with a better support experience next time.