Customer Service: Contrasting Examples

customer service Fed up with my usb-internet device, I’ve been trying to connect with the customer care executives of the company behind it. Its only a pity that all my attempts have proved futile so far. For a product which is essentially an ‘internet access device’, can’t we create multiple channels for customer interaction or try to think of a more smoother process for customer interaction ?

The only way for the ‘customers’ to reach out to these companies is via a ‘telephone’ which under most circumstances eats a sizable amount of time for an average IT executive. Apart from the usual wait involved there are cases where the customer-care execs. are from a different city. (local calls don’t work then πŸ™‚ )

With the growth of web there are a variety of tools at our disposal with each one of them having its own purpose. It is just that the organizations need to use the fit ones. A lot of companies provide web-based support on the go in the form of IM.

Talking about innovation in customer-service here are two companies which are leading the way:

Turbotax SupportTurbotax has set-up a new interaction channel for its customers with its Twitter account. Wow being a software products majority of the customers tend to stay online. What a way to reach out !

FreshBooks – Friend and customer-service evangelist, Becky Carroll talks about the unique customer outreach program by FreshBooks. Like Becky says, FreshBooks wants to get to know customers and wants to be easy to talk to as well. That was the key thought behind ‘Listening Tour’. Not only that FreshBooks has been using social-media in the best possible manner. They’ve setup a blog which is great and also do have a twitter account.

Its heartening to see the effort made be these organizations to ensure that they hear what their customers think about them and their services. Great case-studies in the making on customer service and also some great lessons for our indian companies.


Filed under Customer, customer service

10 responses to “Customer Service: Contrasting Examples

  1. I never trusted Reliance :p

  2. daksh

    ravi try out reliance card πŸ™‚

  3. Customer Care really sucks. Write a mail to the Manager. There is a Zonal Manager for every location.

    You will definitely get some response.

    Besides Tata USB Internet card, is there any other Internet option available in Delhi?

  4. daksh

    @Becky – Thanks for dropping by ! Thank you so much for the kind words.

    @Rajesh – Nah I didn’t try. Nice idea though πŸ™‚

  5. Did you try writing them a letter old istyle – I mean have you tried to write their marketing head registered post with AD?!

  6. Daksh, two great examples – and thanks for including Customers Rock! Saul, I love your comment – without customers, work wouldn’t be as much fun, and you wouldn’t have a business!

  7. Good one Daksh!

    I found humor in your post – for a wireless internet access device the ‘only’ medium to touchbase with the customer support guys is a telephone πŸ™‚

    If I am not mistaken, the telephone too needs to be a ‘TATA’, right? If so, then see how focused they are towards their brand. The customer….who customer… who cares.

    If this is the way that companies like the ‘TATA’ group will treat its customers then the future is bleak for such organisations.

    BTW – ‘TATA’ means Bye, doesn’t it πŸ˜‰

  8. I am glad that you liked the post Sault ! FreshBooks is leading by example for many others πŸ™‚

  9. Hi Daksh,

    Thanks for including us (FreshBooks) in this great post! We love and treat our Customers as great as possible because without them our work wouldn’t be as fun!

    Saul Colt
    Head of Magic

  10. Good Layout and design. I like your blog. I just added your RSS feed to my Google News Reader. .

    Jason Rakowski

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