Whoa! A company that holds office hours so customers can ask questions about issues that’s been frustrating them?? 😲
A place where customers can talk to a human being?
A real live one?! 😱
I have just attended Apsona‘s office hour because I’m on a global org merge project for multiple instances where only one’s using Apsona and I had some questions.
I like Chad Harris‘s quiet manner and how professionally he dealt with customers who were frazzled and stressed about the issues they were facing.
He obviously knows his STUFF.
Where he was unable to deal with things on the call, he provided the next steps that he would be taking to address their problems.
Barbara Barss helped manage expectations of the queue and incoming callers.
I really loved how the way this office hour ran.
It solved so many pain points that were quick and easy, and most of all:
The customers felt SEEN.
Their pain was real.
And Apsona was listening to them.
Why isn’t any other ISV doing this??
Here’s my first go at answering this question.
🍩 Customer service is a cost centre, init? Why commit precious resource to do this when they could be doing other stuff? (I would imagine that anyone with Chad’s experience is a valuable and expensive internal resource)
🍩 Their product isn’t good enough, and management fears that the office hour might turn into a never-ending rant and vent-fest 💩
🍩 And if anything went wrong ‘in public’ (there were other customers on the call), it would be all over social media before you can say, “Arresto Momentum!”
I mean – Who needs a scandal like that?
Obviously these fears don’t seem to be on Apsona’s list of things to worry about. 🙂
I’ve never used the product, but from what I can see – this product is well loved by their users. In fact, another customer jumped in to answer MY question and offered to connect with me offline to help me out!
This is how you do customer service.
This is how you build loyal fans. ❤
You focus on doing excellent work, for people who care.
And once they care, they will want to tell everyone about it.
From where I’m sitting, Apsona seem to be doing this right. 🥰
When’s the last time you have been unexpectedly delighted by customer service?
Especially with an ISV partner??
Tell me in the comments! We need to celebrate them 🥳
#OnThePeiroll
#OMGItsANoBrainer
ps: Thank you Rob OBrien, CSM for directing me to the office hours! 🥰
pps: And no, Apsona haven’t paid me to say this, I am genuinely impressed and I want to spread the word! 😁
More companies should do this!
(Though I won’t mind taking payments in donuts 🍩and frappucinos!)