Thoughts from OfficeTime: Should Your App Have a Money Back Guarantee?
One thing that I noticed about in software support is also mentioned in the linked piece. When customers are upset about faulty software, they want to “vent steam”, but when they actually get an answer from a developer “that steam has already vented”. When someone writes in for tech support, this is what they want:
“Feeling like they’ve been heard and getting a well mannered customer response goes a long way to changing their attitude towards your app.”
Read the rest.