I like to say we take customer support very seriously at Gaia GPS. We spend a lot of time on it, and the whole team is involved.
Prior to hiring our most recent support person, I put together a guide to help new people deliver support in the same way we have learned to do. Fittingly, it’s a public page on our Knowledge Base.
We answer every email, CC the whole team on support, take phone calls, discuss recurring issues at weekly meetings, and we spend more money and time on support operations than anything besides software development.
I think this approach, combined with great people, will let us maintain high quality support even as our customer count doubles again. We make sure the people who answer support are smart, use Gaia GPS, and can communicate well. We’re blessed to have my brother-in-law Zachary Irvin doing the support now, who is studying for his PhD.
We’ve had three support people over the years, and the other two (Savannah and Steve) went on to become software developers. The tough part about picking amazing, over-qualified people to do support is they are sure to leave. But, that’s a bargain we’ll take, and we try and get better from each person’s experience.
Our support guide is a living document, and one we hope helps to perpetuate great support at Gaia GPS. Over the years, I personally answered 10s of thousands of emails, and I still respond to most of the questions on the Gaia GPS Google Group and some of the private emails. This document is informed by that experience, and by the experiences of Savannah, Steve, and now Zach.
We are fanatical about good support because it keeps the product sharp, eliminates bad reviews, turns good reviews into absolute raves, and gives us a pulse on related concerns like trends in iOS vs. Android and hardware accessories people use. And we hope it brightens your day occasionally too, to learn that talking to a company can still be a personal experience.
Your feedback, as always, is welcome at firstname.lastname@example.org