Recently on the recommendation of an acquaintance, I signed up for an account over at Teambox to organize some projects. Having been a long time user of Basecamp, and a trial user of many other online project management platforms, I was quite impressed by the simple elegance of Teambox.
What really shocked me, however, was the email I got next day from my assigned Team Box Account Manager Josh, with his phone number and Skype ID. Teambox allows 5 free users per entity, and I was perfectly happy at the moment with 3 users. We’ve all gotten so used to self-service for SaaS. So this email, whether it was automatically generated or not, really left a strong impression. A human element. I might not need to contact Josh, but it’s pleasant to see that he’s there.
Some start-ups pride themselves as being uniquely self-service. Twilio, for example, forces users to rely on examples rather than offer someone with coding guidance. Even as a paying customer, phone support comes literally at a premium.
Should web-based start-ups, especially those in the business development and collaboration field, offer an account manager? or rely on their tech savvy customers to figure things out themselves?
Here at Pay4Bugs HQ, we do occasionally receive inquiries from prospective clients about whether Pay4Bugs will offer an account manager to help them get started. To which we would kindly remind our customers that Pay4Bugs is a self-service platform. We also assure them that we check and reply to emails religiously, around the clock, so that any clients with problems can get it addressed quickly and effectively.
Still, would you prefer we offer an account manager?