Guerilla Customer Service
For our first two years, and for the first few months that we were at Google, we operated with the understanding that every email is worth responding to and that approach yielded us a very loyal base of users.
Every day we would go through all of the incoming messages (see above) in order to a) see how people were using the system and b) know when they encoutered problems. When the latter would happen, we'd fix the problem and then text/email them letting them know that we rectified the situation. Keeping on top of the former taught us new ways that people were using the system we built.
This approach to customer service - guided by observing, listening and communicating was exceptionally successful in helping us get the product rolling and improve features.
Every day we would go through all of the incoming messages (see above) in order to a) see how people were using the system and b) know when they encoutered problems. When the latter would happen, we'd fix the problem and then text/email them letting them know that we rectified the situation. Keeping on top of the former taught us new ways that people were using the system we built.
This approach to customer service - guided by observing, listening and communicating was exceptionally successful in helping us get the product rolling and improve features.