June 10, 2023

Customer Service Donts

Don’t: Put your customer service web page online without having a copywriter read it first.

Example: Yahoo’s YPN (ad program) help page. It lists a phone number to call for support, but next to it there is an email form with the words “for prompt support..” above it.

I say “oh great, prompt support with no holding”.. Fill out the form, and get this. “Thank you. You should hear from a Yahoo representative within 48 hours….”

48 hours is NOT prompt. If it is, just how long were you planning on leaving me on hold if I called the phone line?

This will NOT reduce your call log, it will only get you double the complaints when all the people who sent you email get tired of waiting and call.

About Ryan Jones

Ryan Jones is an SEO from Detroit. By day he works as a manager of SEO & Analytics at SapientNitro where his team performs SEO for Fortune500 clients. By night he's either playing hockey or attempting to take over the world with his own websites - which he would have already succeeded in doing had it not been for those meddling kids and their dog. The views expressed here have not been paid for and belong only to Ryan, not any of his employers or clients. Follow Ryan on Twitter at: @RyanJones, add him on Google+ or visit his personal website: www.RyanMJones.com