Web development requires mapping a series of steps in the customer journey, which start from the point of consideration from a potential buyer and goes all the way to ensure that once someone purchases the product, he is serviced when there is a problem.
This is where customer service as a brand building opportunity comes in. Many do not consider this as branding and think brand building stops when a sales transaction has happened. The end objective for most marketers is that moment of truth when the customer signs on the dotted line to complete the sale. That is, in fact, marketing which is a small part of the big branding challenge.
At other times most of the responses received from customer support are not helpful because they follow a process that usually throws standard answers to most problems which seems robotic for a problem that is human. Such transactional treatment fails to understand the emotions behind a customer reaching out to the brand he trusted. To that extent there are extremely few brands that try and truly get behind the problem.
Excellent theme for my personal blog. Customer service was immediate and efficient. I highly recommend this theme.
Thanks for your valuable feedback!