Customer service surely is one of the most important aspects of any business. Without you, the customer, our product is nothing. So on that note, I want you to know that we take customer service extremely serious. We’ve created one simple goal for ourself: To provide the absolutely best customer service to both paying and free customers.
Now we know that a goal like that ins’t going to be easy to accomplish. We need to work really hard for it to become something more than just words, but I can tell you right now that we’re going to work like crazy to make it happen.
So what exactly are we doing? We’re going to be giving support on three different channels:
- Email: support@timelyapp.com
- Twitter: @timelyapp
- Facebook: Timely App
Both myself and Thomas will be constantly monitoring all three channels. Even though we are doing that, we feel our customers deserve to know which time we are almost guaranteed to be available. For that reason, our official “business hours” will be the following:
- 8 AM – 2 PM (Los Angeles, USA)
- 11 AM – 5 PM (New York, USA)
- 4 PM – 10 PM (London, England)
- 5 PM – 11 PM (Oslo, Norway)
- 0 AM – 6 AM (Hong Kong, China)
Just to clarify: we constantly answer all three channels, but this is when we are almost always available. On Twitter, you’ll either see a ^TK or a ^MM behind our tweets. This is just to show you who’s answering. On Facebook we’ll use ^Mathias or ^Thomas. The signature idea is something we picked up from the excellent CampaignMonitor team on Twitter.
We look forward to speaking with all of you in the future. Is there anything else you would like to see us do in regards to customer service? We’d love to hear your suggestions.
