Follow up after a support request to increase retention

Support requests are a major gift to your startup. Not only do they tell you were to improve, they also give you an opportunity to turn regular users into brand advocates.

Harvard Business Review mentions the biggest complaints users have about businesses is the lack of a proper follow-up. But you can fix this quite easily: after fixing a user’s problem, just follow-up to make sure it’s working.

If the issue is fixed, you just showed your care. If it isn’t, then you prevent the user from churning. Win-win!

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