[wjossey]

My number one priority with support tickets and live chat requests is to have an initial response as quickly as possible. That initial response doesn’t need to be an answer to their question or a solution to their problem, but rather an acknowledgement that I’ve heard them and I’m on it.

In the event that I can’t fix their issue very quickly (minutes), I usually tell them I’ll follow up here and over email to let them know I’ve fixed the issue or addressed whatever they were raising. Because users of our product tend to have us open for a long period of times (companies use us for organization wide 360s), I usually can catch a person why they are still in the product.

As for juggling all the other things you’re working on as a startup, paying customers who have a question / issue almost always trumps every other thing I’m working on at any other moment. Outside of meeting with another customer, I will push whatever I’m doing and shift my attention accordingly.