Tech Support & Intense Debate
I’m a huge fan of tech support especially when it’s a company whose product I use. Enter Intense Debate. Now I’ve seen companies use twitter to respond to people making comments about their product. Which, don’t get me wrong is great but I’ve been waiting to see a company take it a step further. Intense Debate does such a thing. On any given day you can see their Support Guru Mike Koenig responding to people about I.D. and their issues as well as comments.
Yes, of course you can email Intense Debate’s support email and they generally respond within 24 hours (which is ok with me), but hey, why not during business hours be able to @mkoenig a quick question and have a response fairly quickly? Now this is not full proof and there might be some instances in which you’ll have to send an email to the team so the proper people can investigate your problem. What I thought was great today was when someone sent Mike a message about how his support email request had not been responded to as of yet, which happens for one reason or another. Mike responded almost immediately with:
@JB_LaunchingPad wow, I apologize for that. You’ll hear from me very shortly… Thanks for your patience.
See? That’s the kind of support I want from a company. Fast, personable, someone who speaks english, someone who is working to keep me as a user. I wish more companies would see Intense Debate as a role model and fashion their support after them.
