We like to talk about customer service as the most important source and extension to user engagement. Not only because it is the gateway to interacting with your users but also because it is by far the single most important indicator of your business mindset. A conversational user is an engagement user. Your customer support efforts directly affect your users’ level of engagement. The other side of user engagement is customer support. And you have to do it right and do it often.
These are some words of wisdom I received from an unassuming fortune cookie at Panda Express.