Customer Support Not a Luxury AnymoreThe methods we use to determine a correct rating for customer support is an essential and most enjoyable one. We start by contacting the company and asking several questions about the product and testing the response time. This does two things. First, it tests the knowledge of the sales team and second, how much they care about the potential customer. The second method is that we sign up for the product and have ‘installation difficulties’ after installing the product ourselves. We then uninstall the product and test to see how willing the company is to help with the install. We have found many companies will decline to help while others will ask for more money. Then there are the unique few that will go the extra mile and do the install for you. The third and last method that we use is the actual testing of the technical support. This method is the longest part of rating process, as we have to uncover or even ‘invent’ problems that will challenge technical support staffs. For example, we will discover a problem, contact technical support and time the response time. If the response time is over one business day the rating will be lower than if they had responded within an hour. Most of the time we will receive a response within 2-3 hours, which we regard as a good response time. We then will come up with a complicated issue and pursue it with technical support to test two things. One – how quickly technical support can fix the problem, and Two – how knowledgeable support is to the company. To be fair, if support is not able to fix the problem, we will find a different problem and test support again. The companies that do not have a support department – score a zero rating. |
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| AdWatcher | 9.8 |
| ClickTracks | 8.3 |
| HitsLink | 6.4 |
| WhosClickingWho | 6.4 |
| DynaTracker | 6.2 |
| ConversionRuler | 6.3 |
| AdTrackz | 5.9 |
| AdMinder | 4.6 |
| ClickAlyzer | 1.6 |
| ProAnalyzer | 0 |
