Michiel . van Vlaardingen

As a developer, I don’t particularly enjoy customer support. Questions are either about things that are obvious (or should have been) or about things that I don’t have a clue about either and need a lot of investigation. Some customers are just plain rude with “it’s not working” in the subject and nothing else.

At first sight it seems to be a huge waste of your expensive developer time to spend time on this. However, I strongly believe you should. Not only do developers bring value to the customer by providing more knowledge and understanding about the product. Providing accurate support is a guaranteed way to turn dissatisfied users into your most loyal customers. It also helps improving the product thus reducing support requests and increasing customer satisfaction.

Read all 5 reasons why in the full article