Don’t be fooled by the open mouths
Youtubers are begging for views, not using products. If you are looking for purchase advice or technical support on Youtube you should understand the nature of the economics behind it.
Don’t be fooled by the open mouths of youtube thumbnails and never blindly believe in product advertising from YouTubers: they are getting commissions from it, and they are not using the product in the same way you will.
Never trap your customers in complex or tricky growth maps.
Be transparent and honest all the time, otherwise, that feeling of entanglement with your profit will arise soon and your customer will quickly arrive to the city of disappointment.
If you solve a customer problem be completely sure that your customer is happy with the solution you provide (read again “you provide”, not your “support team”).
Never close a support ticket before double-checking that the solution satisfied the customer, no matter if the solution is for a simple or complex problem.
The second check must be done by an upper level, which will be responsible for customer satisfaction.
The brand destruction power of a disappointed user is exponential while your conversion rate for new users tends to be flat. Make your numbers.
Low Agreeableness and high Neuroticism
Empathy for your customers must be alive in every corner of your company, in every customer touch point.
Make personality tests for your personnel in close contact with customers and take out those with low Agreeableness and high Neuroticism.
That could be a challenge for personnel selection, in the case of software and technology companies, because those who are better in technical support usually lack of empathy and are very low in Agreeableness.
Avoid Quality Dissonance
Avoid at all costs the quality dissonance between the quality of your product and the quality of your support.
That should match in some way, all the time.
Otherwise the confusion for your customer will make them doubt your transparency, coherence, and authenticity. Maybe they’ll keep your product but they won’t buy from you again.