Customer Support Professional Blog

Continuation from the series of posts inspired by Getting Real book. See this previous post and this previous post. Please note that what works for 37signals may not work for you as a smaller team or a bigger corporation.

Use forums or chat to let customers help each other.

Forums and web-based group chat are a great way to let customers ask questions and help one another out. By eliminating the middleman — that’s you — you provide an open stream of communication and save yourself time in the process.

At our product forums, customers post tips and tricks, feature requests, stories, and more. We pop in from time to time to offer some assistance but the forums are mainly a place for the community to help each other and share their experiences with the product.

You’ll be surprised how much people want to help one another.

(c) Getting Real. Chapter 14.