I’m always involved in customer support. I’m providing support for my own plugins and helping others in forums. When I was working for other companies, we had a practice where every week a team member jumps into the support queue and answers some complex tickets. First of all, customer support is rewarding. I’ll tell you why.
Happy customers = more sales
A long-term happy customer will mean that all that hard work you did to resolve the issues will turn into profits and loyalty. “On average, loyal customers are worth up to 10 times as much as their first purchase.” (Source: White House Office of Consumer Affairs)
You can understand your customers
By providing support you can identify areas where your customers are struggling. You can improve the documentation. You can bring new stuff through positive recommendations and improve the product.
You can get testimonials
Testimonials are important to business success. If you provide excellent customer support, then you can get great testimonials. When your potential customers visit your website for the first time, they will look for testimonials.
You can improve your debugging skills
It’s a great way to improve your ability to debug existing code. Answering complex tickets requires time and a lot of debug work.
Make new friends
Doing things that make people feel good and significant will turn into a friendly relationship. They’ll want to keep in touch with you.