The support system for all our customers across the suite of products are centralized. This means, customers of our products reach out to us in one place, rather than from different apps from different places.
This enables us to provide a unified and easy experience to our customers in one place, and help them keep track of everything in one place as well, making our job simpler for both our customers and us.
Our customer support ethos
We see so many companies complicating customer support with processes that are focused on tracking KPIs for the customer support person, rather than the processes that helps the customers get the best support experience from the product.
Skcript does customer support as normal as having a conversation with a friend listening and sharing issues about something they are using. It is simple.
Customer support at Skcript is nothing more than a conversation with a friend about a product.
This mindset is what will remove all the complicated processes, and bring us closer to our customers and vice versa.
Customer support is very normal, human, and everyone must get the best experience that’s not out of the ordinary.
Who gets what
Our customers always get the benefit of the doubt. Nothing less, nothing more. Assume that the customers is always right about an issue.
If the customer is reporting an issue that is a non-issue, then figure out how we should do something in the product that would have helped them not end up in this confusion in the first place. No one checks-in into their office to talk to the customer support team of a product they are using.
We don’t walk into our office to talk to Apple’s support team about an issue. Do we?
What we don’t take
We do not take abuse or taking us for granted from any customer at any point of time. We are humans with emotions, as much as our customers. No different and we are equal.
When a customer gets abusive in some cases, you are free to respond that you won’t take this abuse and tell them they are free to move out of our products’ ecosystem.
Moreover, when it gets to a point where it is very bad, the customer is banned from all of our products, services, and resources.
Tools we use
- Live chat support → Intercom
- Email support → Email Support