How to develop a good customer support system

It is easy to develop a good customer support system. Just avoid the convoluted approach and management consultants who provide the convoluted system for an astronomical fee. Follow this example of a good customer support system - and it is free.
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Customer Support - how to develop a good system

Most large organisations and government agencies have a convoluted way of dealing with customer inquiries, involving some or all of the following hassles:

• They make it difficult for the customer to locate their contact center or even to send in an e-mail inquiry.
•  Their feedback form ask for many unnecessary information which failed to pass their through validation checks (aka roadblocks). 
• When they reply (and it can take days), they send you a webpage of irrelevant information for the customer to search through their maze. Often, the customer has to go through a few mazes to get the answer (and don't be suprised that they get the wrong answer). 
• The customers are often confused and need to get to the call center for guidance
• If the customer manage to get to their call center (which is clearly discouraged), the customer has to go through a maze of irrelevant messages (press 1 for this and 2 for that).

Recently, I experienced the customer support provided by Dropbox (www.dropbox.com). They are excellent. They are an example of what customer service should be. They managed to handle a complicated issue with less time (for their support staff and the customer). It was a pleasant experience.

I recommend all large organisations and government agencies in Singapore to study the customer support system adopted by Dropbox. Read here.

Tan Kin Lian

Excellent customer support - Dropbox

I use Dropbox (https://www.dropbox.com/) to synchronize my folders and files between my laptop (used  in the office) and my desktop at home and also to collaborate with my colleagues in the office and my clients. It is an excellent software.

Recently, I had some difficulty in synchronizing my files, due to some unknown reason. I sent an e-mail to their support desk. The support desk (signed off by a person called "Will") responded promptly. This was followed by a few exchange of e-mails (all of which were replied promptly). The instructions and questions in the e-mails were clear and to the point. They were helpful. I managed to follow the steps to un-link and re-link the Dropbox in my laptop and desktop. It solved the problem. All the folders are now synchronized.

I commend Dropbox and their Support Desk for their excellent service - prompt, easy for customer and most helpful. They are an example of an excellent way to respond to customer queries - which is quite rare in most large organisations.

Tan Kin Lian

Arab unrest: 5 eyewitnesses to history (from CNN)

http://edition.cnn.com/2011/WORLD/meast/02/23/protests.eyewitnesses/index.html

Election secrecy

Hi Mr Tan,
Saw this webpage which I believe will help to clear a lot of doubts for all voters. Just to share this in your blog. http://www.elections.gov.sg/voters_ballotsecrecy.html Thanks. Regards

Life in Singapore - Utopia or Dystopia

A comparison of the health and welfare system of Singapore and Canada.
http://easyapps.sg/sgep/admin/file.aspx?id=57

Logic Box

This puzzle is based on Einstein's logic quiz, but has been adapted to show boxes and shapes in different colors. Is is challenging and fund. The game is now available on Windows Phone 7 but will be available on other mobile apps later [Video] http://www.youtube.com/watch?v=ZIV-_vPiV-Q

Chee Soon Juan speaks on the Reform Party issue

http://yoursdp.org/index.php/news/singapore/4635-let-us-help-to-resolve-rp-issue

This election, your life, your promise

Read Lucky Tan
http://singaporemind.blogspot.com/2011/02/this-election-your-life-your-future.html