A recent customer blog post about the way we support our customers prompted this post about our motivation for helping customers at TechSmith.
TechSmith has a culture of being customer focused. We take this seriously and it shows in the way we support our customers. Two of our guiding principles that drive this are Customer Focused Decisions and Delighting Customers. If you are curious why this is important to us, read on.
Customer Contact Means Everything
Our support teams handle more than 100,000 cases yearly. Instead of seeing this as a cost center, we view each support incident as an opportunity to connect with our customers. What we learn helps us innovate and improve our products and services. Our support teams communicate directly with development teams to share insights and feedback. For example, developers create special builds to address customer issues that technical support can distribute in advance of the next product release. As a result the development teams get opportunities to interact with customers both indirectly and directly. The genesis of many great ideas begins from conversations with customers trying to solve problems in the real world.
We also understand that many people dread having to contact a company for support due to the extra time or money costs. Consequently, we put a lot of effort into creating systems and user assistance content where customers can self-serve and quickly solve their problems. We have always provided rich tutorial content and technical support free of cost to our customers. For example, the user assistance team created a series of training videos for Snagit when we saw customers struggling with simple tasks. Other tutorials were created for Camtasia Studio when users needed more in-depth explanations on animations. Another recent example is where the technical support team redesigned our support website to make the knowledge base more searchable and accessible. We also help customers using their preferred communication channels by proactively responding to help requests via chat, Twitter, Facebook or GetSatisfaction, which is a pleasant surprise for many.
Making a Difference
In the end, providing great support isn’t just good business practice. It is a genuine reflection of our company values and of the people standing behind them. We really get excited when we make the lives of our customers better. This ranges from something as simple as saving them time in their busy day to making them a hero to their own coworkers and colleagues. For everyone, it really is about making a difference each day at work. Lastly, while we are super appreciative when customers give us compliments, we know we can always improve. If you have input on how we can get better, we would love to hear your ideas!