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Customer Support

An Example From My Amazon Business

I have a small ecommerce business on Amazon, and naturally, I do the customer service myself.

I had a couple of customers who bought items and received wrong ones instead. The mistake was either from Amazon (they do the shipping), or my supplier (sending wrong items to Amazon). I didn’t care which case it was, as my goal was to make sure that my customers are happy. And only then, I would turn my attention to the root cause of the issue. I didn’t know it then, but seems I was able to successfully follow Disney’s H.E.A.R.D. technique 🙂

Resolving the issue was not straightforward, because I ran out of stock!

Check the following screenshots for parts of my conversations with the customers, showing how I resolved the issue, and made them happy. I understand that the tone would be different at Zapier! 🙂

Supporting A Customer the Zapier Way

Here is how I would handle a situation where a customer requests an integration with a service that is not yet supported.

A) If it is not in the roadmap, or no plans to work on it anytime soon

Hi [Customer name],

Thank you for your request. Sharing your ideas is highly appreciated, and helps us provide better services and automation.

[Service Name] is not yet supported. I will add your feedback to our feature requests, and will let you know if we are able to support it in a future release. You can also follow our blog [hyperlink] for the latest updates, news, and releases.

In the meantime, if you would like to share with me more details about the use case, I could check if there is an alternative way to achieve it, or if one of our partners has a solution for it.

Have a great day!

How did I do?
Yay Ok Boo

[Champion Name]
Customer Champion – Zapier

B) If the team is working on it, or it is planned in an upcoming update

Hi [Customer name],

Thank you for your request. Sharing your ideas is highly appreciated, and helps us provide better services and automation.

I’m glad to let you know that our team is working on [Service Name], and it will be added in an upcoming update. I will let you know once it is released. Also, you can follow our blog [hyperlink] for the latest updates, news, and releases.

In the meantime, don’t hesitate to let me know if there is anything else I can help you with.

Have a great day!

How did I do?
Yay Ok Boo

[Champion Name]
Customer Champion – Zapier