Just wanted to say thanks, I think you've given great advice. In particular this bullet point:
> But don't allow issues to go stale. To really wow customer service, reply as humanely quick as possible, especially for existing customers.
As a customer, the absolute worst possible thing for me is to be left in limbo, not knowing if my problem will be fixed in the next minute, hour, day, or never. While I may not be thrilled if the answer is "never", at least at that point I can move on and know that I'll need to solve the problem some other way.
But if you respond consistently quickly, then some lazy customers will email you rather than bothering to look in the documentation. So there can be a downside to being too responsive.
> But don't allow issues to go stale. To really wow customer service, reply as humanely quick as possible, especially for existing customers.
As a customer, the absolute worst possible thing for me is to be left in limbo, not knowing if my problem will be fixed in the next minute, hour, day, or never. While I may not be thrilled if the answer is "never", at least at that point I can move on and know that I'll need to solve the problem some other way.