Lijit does customer service right.

Yesterday, I wrote about how outstanding customer service can be a great differentiator for your small business.  Then later that afternoon I received an unsolicited e-mail from the nice people at Lijit that proved my point.

In case you didn’t know, Lijit is a powerful search widget that you can embed into your own website or blog.  It allows your users to search your site as well as a selection of other sites of your choosing.  Plus it helps you track all kinds of great metrics — not just about what people search for, but also about visitors to your site who don’t even use the search functionality.  It’s a sort of a social search plug-in and definitely one of the most valuable little website add ons I’ve seen.  I wrote about them here when they recently received a new funding round.

I had installed the Lijit “wijit” on my blog some time ago, but when I migrated my blog from the Blogger platform to the WordPress platform recently, I had some issues with the WordPress Lijit plugin.  Since I didn’t have the time to troubleshoot the issue, I simply removed it until I got around to fixing it.

Then just yesterday, I got this nice personalized note from Jacqueline:

Hi Del,

How’s it going?  I hope you are well.  Last day of summer, and we had snow yesterday here in Boulder!  I can’t believe it! Looking at your blog, I see you live in Virginia, I actually used to live in Washington, DC prior to Boulder.

While recently on your site, I noticed you no longer had the Lijit search application installed.  I was curious to know why you decided to remove it?  As a growing company, it is almost more important to understand why our users uninstall than why they install in the first place.  Any feedback you can provide me with regarding your decision would be most helpful in order to better understand and address your readers.  In addition, I am more than happy to work with you in order to create the best search experience possible for both you and your readers.

Thank you for taking the time to read this and feel free to send any additional questions my way.  Also, be sure to let me know how I can help you reinstall.

Cheers,

Jacqueline

I shot back a note briefly explaining what the symptoms were and Jacqueline offered to open a trouble ticket for me and help get the issue resolved.  I still don’t have the issue fixed, but now that I have some slightly more personal connection to the company, it’s on to my radar.

Who knows how long it would have taken me to get back to this if Jacqueline hadn’t intervened.

Great job, Lijit.

Tagged as: Uncategorized