Making support more profitable?

[Handster]

Hi guys,

we have support team in India. We control quality of course, but they kind of not so much interested in results.

So I just got this idea: "How to give Customer support incensitive and How to increase sales" :)

We will add such P.S. to each support email:

"...

P.S. If you like Jennifer, purchase software with promotion code "jennifer25"
You get 25% off any software title. Jeniffer gets 1$ from each 20$ sale.
http://link

..."

What do you think, will it work?

Native English speakers - please give feedback if the text above sounds polite or too advertisment-like?

With best regards,
Victor

[edited by: lorax at 12:36 pm (utc) on April 15, 2009]
[edit reason] delinked example [/edit]

[gpilling]

As a customer, why would I care about Jennifer and her commission?

How about - "Fill out this 3 question customer service questionnaire and get 25% of any software title in the next 30 days"

Then you will get feedback on Jennifer, without it being about "liking" her. Also, the 30 day cap puts some urgency into the customer buying the product. 3 questions is short enough that people will do it, any longer and they will not bother. Also, if they DON'T do it - that is an indirect comment on how they feel about your software.

[Handster]

gpilling, thank you for the feedback!

yes, that makes sense.

btw., Does anyone has other ideas:

- How to make support profitable?
- How to motivate support team to high quality replies?

[LifeinAsia]

Hmmm, I can see the following scenario as a result:
Support: "Hello. May I help you today?"
Customer: "No, that's okay."
Support: "I'm sorry, sir? Do you have a problem?"
Customer: "No thanks. Just send me the questionnaire."
Support: "Excuse me?"
Customer: "I don't have a problem. I need to buy some software. So I am just logging a call so I can get the questionnaire and save 25% on the purchase."

[Handster]

LifeinAsia, thank you. That is not the problem - from our experience if customer has discount, he can even spend more money.

Everybody, could you give feedback, which P.S. in support emails you find as the best? 1,2 or 3?

1.
P.S. If you like Jennifer, purchase software with promotion code "jennifer25" and get 25% off any software title.

2.P.S. We are very much sorry if our reply to your request was delayed.
If you decide to purchase with us again, use promotion code "jennifer25" and get 25% off any software title.

3.P.S. We are very much sorry in case of any inconveniences for you. Our customer service manager approved 25% discount, if you decide to purchase with us again.
Use promotion code "jennifer25" and get 25% off any software title.