Re:How Candy Japan got credit card fraud somewhat under control
by optimiz3 on Tuesday April 05, 2016 @02:09PM
(#11432834)
This also applies to customer service. Nice customers get fast response times. Toxic entitled customers (especially of the free plan) wait 2-3+ days before getting a response.
[ Parent
| on HN ]
Re:How Candy Japan got credit card fraud somewhat under control
by josu on Tuesday April 05, 2016 @04:14PM
(#11433956)
I'm not disagreeing with your point, but I love it when I get great customer support as a free/low value customer, and it definitely increases my chances of conversion.
Re:How Candy Japan got credit card fraud somewhat under control
by Matt3o12_ on Tuesday April 05, 2016 @05:56PM
(#11434867)
Maybe op was referring to free customers that are rude, and impose big costs to you (way above the average support ticket).
But agreed, if I get bad support as a free customer, how can I know that the support will get any better if I start paying (except for services that sell support). When I get an instant response to a question from a friendly support, I would say that I'm far more likely to upgrade to their paid server.
Re:How Candy Japan got credit card fraud somewhat under control
by optimiz3 on Tuesday April 05, 2016 @07:18PM
(#11435367)
The point is that toxic customers tend to sap your bandwidth. If you impose a time cost on them it throttles their ability to do so.
One way or another the problem works itself out, which lets you focus on the paying (i.e. actual customers).