Baremetrics Support Manifesto
We pride ourselves on customer support at Baremetrics. Ever since Josh hired me to tackle customer support full time, we’ve been constantly innovating to make support a key part of the experience of being a Baremetrics customer.
But you know what? We’re by no means perfect. And as we grow both in customers and folks with their hands on support, we feel it is important to define what we think it means to create an amazing support experience. A measuring stick to hold ourselves to, if you will.
In the spirit of transparency, and to light a fire to maintain the standard we’re laying out, we’re making our manifesto available to everyone.
These are the things we strive to be as we support our customers.
This is our most important motto. When you spend a lot of time doing support, it’s easy to fall into robot-speak when you’re answering a lot of the same questions over and over again. Don’t do that. Keep it fresh–GIFs, memes and bad jokes are all fair game.
Respecting people’s time is super important. Say what needs to be said in as few words as possible, and keep the fluff to a minimum. There’s still room for GIFs though of course.
This one is tricky, but it’s especially important with things like feature requests. If something is going to take a while to fix, or you’re unlikely to build it anytime soon, tell them. You might lose a customer, but in the end you want to find the right solution for folks even if it’s not you.
Even if it’s just a short “we’re looking into it!” note, get back to folks on their questions as soon as humanly possible. We’re aiming for a 30–60 minute median response time including evenings and weekends.
Accuracy can be tricky to balance with being quick, but it’s super important. Better to say “I don’t know, but I’ll find out for you” than to have to backtrack on an incorrect but quickly delivered answer.
Customers are seriously awesome. They pay you money, they tell friends about your product, and they’re at the root of it the reason you get up in the morning and work on what you love. A thanks, a sorry, a please, a (virtual) hug all go along way. If you truly care about what it is that you’re doing, this should come easy.
Squabbling over refunds or discounts or coupons is a waste of everyone’s time. Don’t do it.
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