Batchbook loves small businesses. One of the reasons we love them so much is because we are one. All the Batchbook goodness you are used to comes from a small team of dedicated individuals.
Like all small businesses, we need to be creative about how we use our resources. One of the areas we are most proud of here at Batchbook is our Customer Experience team. These are the folks who handle customer support, in all its forms. This includes things like webinars, onboarding, etc. The bulk of their day is made up of answering support questions that come in via email. We share our email address, firstname.lastname@example.org, wherever we can, because we want it to be easy for Batchbook users to contact us with questions.
Our CE team is a small, very dedicated group. They are, in turn, supported by our tech team which helps solve any bugs or other issues that CE can’t quickly resolve. Between the team members, they provide email coverage from 9am to 9pm EST every weekday, as well as weekend coverage.
For email support, we promise a response within 24 hours, but it is not a very well guarded secret that we usually respond much faster than that. We’ve put a lot of effort into providing excellent customer service coverage, and we believe the results speak for themselves.
One thing we don’t offer at Batchbook is phone support. This raises some eyebrows from time to time. There are a few reasons we don’t do phone support. First, we enjoy being able to give our team the flexibility to work from home, the cafe, the Batchhaus, or wherever they want. Not all of those locations are conducive to phone calls, especially with young children or rambunctious pets running around in the background.
We are also committed to giving the best service possible. While it is nice to talk to a person on the phone, especially in an emergency, we feel that we can be more helpful via email. Some support questions take a little research or help from the tech team. With email, we can take a few extra minutes to look into things more closely, and thus provide a better answer.
The best part about this for customers is that they always know that they are getting answers from people who are very knowledgeable about Batchbook. And since we tag team and do support via email, we can see a history of communication, which helps users to not have to repeat questions or give us back story more than once.
And if you do have the need to speak with us in person, if just to confirm that we are real, you can do so with a scheduled call, what we call an onboarding. Recently, we have also started to offer live chats on a limited basis, which are a great way to reach out to us quickly if an issue needs immediate attention. There are also a ton of self-help screencasts.
The key to providing great customer support is pretty simple. We hire brilliant people who are naturally caring and also technologically curious folks. We want to have real relationships with our customers, and in order to do this, we have built a team of people who understand Batchbook and who also care about the needs of our customers.
As it happens, we are currently on the look-out for another Customer Experience team member. If you’re someone who loves to problem solve, thrives on helping, and can’t wait to share your knowledge both behind the keyboard and over the mic, take a look here for more details. If it sounds like someone you know and adore, please pass it along!