can you communicate with the experts via text

Hello! I want to ensure that I understand the question. Are agents having to call customers back in order to resolve their issues or concerns? If so, I would ask how well-versed are the agents in the business/product? Do you have a knowledge base or ongoing training to help the agents to stay on top of the changes in questions that are being asked and how to resolve certain issues? I'd love some more information about the timing and reasons behind the timing to make a better recommendation.

If I understand you correctly, you're saying a customer agreed to pay you for services (product and/or support), either through posted prices and a shrink-wrapped license or through a written contract, and then you provided those services, and then they didn't pay? And you're asking whether it's "OK" that they didn't pay? Of course it's not OK! Is there any business who could operate in that fashion? The way it affects the customer relationship is you don't have a customer relationship. You have a situation where they are taking advantage of you. A relationship goes in two directions.

If you are talking about online feedback through a website, I'd suggest Feefo or Hotjar. There are plenty of other solutions, but those are really easy to set up. You could also factor in customer feedback requests into any email marketing you are doing and this kind of thing can be automated through all the major email service providers.

With more than a decade of experience in top services firms (Technology products and financial products), being an ex-VP in Client servicing area, and realizing the impact good client servicing can have in keeping and growing your brand- I do know what you are talking about! The sectors which I feel need the most are- new/few years old startups (specifically service startups), they are so busy managing acquisitions, that they are forgetting servicing and retaining their already existing customers despite knowing that switching costs for these customers are ZERO and their competitors- many! Also, telecom & product support companies are lagging in this area. Hope this helps. I will be happy to have you arrive at a personal business plan for you to start building your training business in this area. Pls feel free to schedule a call or email me at ceo@flatheels.co

zendesk. They have a pricing scheme for start-ups: http://www.zendesk.com/product/features/startups/