In your opinion, how important is the customer support? no matter what business your on, customer support must hold a certain share of expenses. How important is it to you and why?
I would like to point out that there is a difference between customer support and customer service, I think you all get the difference, dont you?

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Sohaib

depends alot on the type of company. If most of your customers are one time buyers, CS isn't as important. If your business is all about referalls and word of mouth and repeat customers then CS is critical

I am not sure I agree with that, I cant think of a business that has one time buyers that wont be happy with a good CS level and not referring others.
If we take banners, web hosting, graphics, cars, books, any kind of business must care about CS at least for word of mouth referrals etc.

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Sohaib

There are hundreds of companies out there that just have huge ad budgets and all their sales come directly from ad clicks and one time buys. I worked for one of them before. Www.privateeye.com. All of their income comes directly from people who find their site on a search and decide to buy

I see what you mean BannerSpot, but even with there kinds of websites, doesnt a good service from them, quick reply to questions, wouldnt it help people referr others who are interested in such a service?

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Sohaib

Customer Support is key to survive in many different businesses, but there is a point and time when you have to cut a person off and tell them to go elsewhere. The case that comes to mind is a member of this forum so I am not going to get into details.

If a customer uses more support time than anyone you have ever met, or even with the rest of your clients combined, then they are burning more money and company resources than what they pay for.

It is then time to tell them to take a hike.

But yes Support needs to be #1 in my opinion. The problem is deciding where the fine line of Support and 101 classes that colleges charge big money for comes into play.

Some customers like too blame your product for their own ignorance, just to make themselves feel better or get free services. Once you hit this point it is no longer support.

This is very important of course but support overcomes service in terms of immediately resolution to the problem and there comes service which should be in place for customer satisfaction.

These two should not be separated from each other, it should come in package. A happy customer a happy business.

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To me, customer service is everything. They are your best advertisers. There is an old saying, that for every customer you treat right, they'll tell 1 friend. For every one you treat wrong, they'll tell 10.

Basically, your customer service is what deals with the clients/customers hands on. If they are incompetent, it reflects terribly on your company. Have the people on your front lines (your customer service) be well trained, and you'll have yourself a successful business with a great word of mouth.

Yes. I agree 100%. A lot of people judge companies by how well their customer service is. Well, I do, at least.

I like that old saying. It's very true.

Having customer service available for your members of your website is definately a very successful and best way to clearly interact and connect with your visitors and really get on their level to help establish a good sense of trust towards your customers and their trust in your business.