Customer Service Shouldn’t Mean Dealing with Robots!
We’ve all been there. You have a question, a comment, or concern about a service or product you’ve paid for or want to pay for. You call the company (ya know, to actually speak to a human being) and instead you’re hit with the dreaded automated phone system.
“Please press 1 for directions to our location”
“Please press 2 for our office hours”
“Please press 3 for a company directory”
“Please press 4 to hear this list again…”
This list goes on and on…..
Having to sit through a long, monotone listing of every service the company offers is bad enough, but, of course, the options given are never exactly what you’re calling for. You press endless buttons, listen to endless explanations, and inevitably get frustrated. Even better is when the Robot tries to act like a human. “I’m sorry. I didn’t catch that. Can you repeat that?” Of course, you didn’t catch it – you’re a robot. Why is it so difficult to just talk to a REAL PERSON?!
It shouldn’t be that hard, and that’s why, at Fpweb.net – it’s not.
Improve Your Customer’s Experience
There are few things in this world more frustrating than taking a simple situation and making it complicated and time consuming – and that’s exactly what happens when companies don’t have real people answering their customers’ phone calls. We feel your pain because we’ve been there too! That’s why we strive to be different. We know what is infuriating from a customer perspective because we’ve all been customers.
It’s the best way for mid-sized companies like ours to stand out and create an experience as quick and stress-free as possible. Customers want to be taken care of and that means rapid support. We take those personal experiences we’ve had as consumers and apply them to our company. We’re always looking for ways to improve and we know this is an important step in that process!
Making a Difference the Customer Will Notice
It’s hard to sell the importance of customer service to people interested in making a purchase. When you’re in buying mode, you rarely consider the importance of the service’s support or customer care. But that’s the difference our customers discover early.
Let’s say you have a quick question about an invoice. Just pick up your phone and call us and I will personally answer your call and quickly get you in touch with the Customer Care Department. In fact, I most likely can help you out myself to cut down on the time it takes to get the answers you need! That’s because I’ve taken the time to train in common support issues for our industry. The whole Customer Care team has. You can spend as much, or as little, time as you would like talking to our employees to get the answers you need. We’re always here. You won’t be bogged down with endless automated phone options, you will talk to a REAL, knowledgeable person, ready and willing to help.
A Customer Care Team That Actually Cares
Personally, I love talking to our customers and getting to know the people behind the names. It’s important to have an open line of communication between us and you. I think it’s also a great reminder to our customers that we are real people! The help desk engineer you have been e-mailing back and forth is not a robot – he or she is a real person that you can call and speak to! And trust me, we love hearing from you too.
We have excellent services and a knowledgeable staff that is ready to blow you away with their expertise. We also acknowledge it takes a little more than that to impress you. The relationship and trust we build with our customers is equally important. We work hard every day to improve and go the extra mile and we hope that comes through.
At Fpweb.net, we work everyday to bring value to your Hosted SharePoint environment. Every company should be like that, no matter what industry they’re in. And it starts with finding ways to simplify the customer experience and avoid the little irritations that can grow into something else. So next time you find yourself in the midst of pressing button after button just trying to talk to a real person– please don’t throw your phone across the room. Just take a deep breath and take comfort knowing that there are companies out there that are looking out for you!