Comments on: Customer Support Expectations http://www.infusionblog.com/infusionsoft-company-buzz/customer-support-expectations/ Email Marketing, CRM and Small Business Tips Thu, 09 Feb 2012 06:51:00 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Flywheelhttp://www.infusionblog.com/infusionsoft-company-buzz/customer-support-expectations/comment-page-1/#comment-4409 Flywheel Wed, 25 Feb 2009 16:12:10 +0000 http://www.infusionblog.com/?p=1797#comment-4409 Customers are real people. Full transparency is the only way to go!It also depends how the expectations were set from the start. It's a complex task to go backward!As far as Infusionsoft is concerned. Tech support should be 7 days per week!Flywheel http:/www.jivesystems.com Customers are real people. Full transparency is the only way to go!

It also depends how the expectations were set from the start. It’s a complex task to go backward!

As far as Infusionsoft is concerned. Tech support should be 7 days per week!

Flywheel
http:/www.jivesystems.com

]]> By: Greghttp://www.infusionblog.com/infusionsoft-company-buzz/customer-support-expectations/comment-page-1/#comment-4267 Greg Wed, 18 Feb 2009 16:31:14 +0000 http://www.infusionblog.com/?p=1797#comment-4267 Erica, I agree with Duane - turn down the volume a bit (minor)& give us a way to skip the help area message. When I call in, it is usually because there has been an update that messed with my setup and I don't have all day to sift through a help section looking for a needle in a haystack.The phone line support has been good - no real complaints their, they have a tough job. But as a customer I need more warning of the impending changes (more than the night before it happens & I need specifics).This is were infusion needs to improve greatly! Moving the action sets tab and not telling anyone -- including your customer support phone representatives is frustrating -- even they didn't know where it went -- and I don't have time to play "Where's Waldo" when it happens. Yes it was in front of my face, but it took over 1.5 hours of looking. That time i don't get back.Just my 2 cents worth, hope it helpsGreg Erica,
I agree with Duane – turn down the volume a bit (minor)& give us a way to skip the help area message. When I call in, it is usually because there has been an update that messed with my setup and I don’t have all day to sift through a help section looking for a needle in a haystack.

The phone line support has been good – no real complaints their, they have a tough job. But as a customer I need more warning of the impending changes (more than the night before it happens & I need specifics).

This is were infusion needs to improve greatly! Moving the action sets tab and not telling anyone — including your customer support phone representatives is frustrating — even they didn’t know where it went — and I don’t have time to play “Where’s Waldo” when it happens. Yes it was in front of my face, but it took over 1.5 hours of looking. That time i don’t get back.

Just my 2 cents worth, hope it helps

Greg

]]> By: Mubarak Akramhttp://www.infusionblog.com/infusionsoft-company-buzz/customer-support-expectations/comment-page-1/#comment-4261 Mubarak Akram Wed, 18 Feb 2009 14:50:49 +0000 http://www.infusionblog.com/?p=1797#comment-4261 Customer NO Service is the expectation, sadly so. There are exceptions. Many companies have not invested in training and motivation of their associates with what customers expect from them. Skills such as listening, tonenality match, personality identification, patience,kindness and purpose to resolve is lacking. Customer NO Service is the expectation, sadly so. There are exceptions. Many companies have not invested in training and motivation of their associates with what customers expect from them. Skills such as listening, tonenality match, personality identification, patience,kindness and purpose to resolve is lacking.

]]> By: Duane Kunzhttp://www.infusionblog.com/infusionsoft-company-buzz/customer-support-expectations/comment-page-1/#comment-4219 Duane Kunz Sat, 14 Feb 2009 14:44:47 +0000 http://www.infusionblog.com/?p=1797#comment-4219 Erica, Thanks for asking about our expectations. My comment it most of the time I can get through and the wait is not long. I know there are busy times and slow times but your team is doing a great job and always try to find an answer when called upon. I do have two requests though. Give us a way to opt out of the message about the help area and secondly, Please Please Please turn the volume down on the music on hold. It is like listening to a bad commercial for fat burners on TV. OOOPs one more, find a more soothing tune to play, that one really grates on the mind when dealing with problems. hahahaKeep up the good workDuane Erica,
Thanks for asking about our expectations. My comment it most of the time I can get through and the wait is not long. I know there are busy times and slow times but your team is doing a great job and always try to find an answer when called upon.
I do have two requests though. Give us a way to opt out of the message about the help area and secondly, Please Please Please turn the volume down on the music on hold. It is like listening to a bad commercial for fat burners on TV. OOOPs one more, find a more soothing tune to play, that one really grates on the mind when dealing with problems. hahaha

Keep up the good work

Duane

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