One of our team members recently woke up to an early-morning disaster – her coffee maker had died during the night. No coffee. Only flashing numbers on the display. She immediately contacted the manufacturer. Here’s what happened: The company asked for proof of purchase. She found her Amazon receipt and sent it. They asked what
One of our team members recently had carpet installed in her home. The new carpet is beautiful, but the installation experience was a nightmare. Her tale of woe included missed phone calls and lost emails while she was trying to schedule installation and a costly miscommunication on the day of installation. She had a really
Of consumers asked, 59% said they have higher expectations for customer service now than they had a year ago, according to the 2018 State of Global Customer Service Report. And when asked if the process of engaging with customer service to get questions answered is getting easier, only 39% said yes. Using a SMS tool
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