What a Customer Experience Should Be

by Paul Marrero 8. April 2010 17:02

I had such a great customer experience yesterday, I felt I had to write about it.

A few months back, I replaced our old HP LaserJet multifunction printer that we purchased in 1999 with a new LaserJet. I regularly use Stamps.com for postage and had trouble configuring the new laser printer with #10 envelopes. I emailed Stamp.com's email support and described the problem. They apologized for the inconvenience and replied that because of the technical complexity of the printer issue, the best method to properly troubleshoot the issue is over the phone. The email supplied the toll-free number and the option to select once the automated attendant answered.

Because I was doing a bit of traveling over the last few months, this email stayed in my Inbox. Finally, I called the Stamps.com Support Line. Almost immediately after pressing option four, I was connected to a support rep. I explained the issue and he had me go through the steps of configuring the printer (showing me the "secret" option). In less than three minutes, I was operational again. Now I wonder why it took me so long to call the firs t time.Surprised

Over two years ago, I read a blog from Hamid Shojaee of Axosoft regarding outsourcing (http://shipsoftwareontime.com/tag/outsourcing/). CAASPRE Consulting uses their product, OnTime, for requirements, defects and incidents. I totally agree with his philosophy on the subject. He makes some valid points, some of which are problems plaguing American businesses. But that's another discussion. The main point of this blog is:

  1. I was able to communicate with the support rep.
  2. He listened to my problem.
  3. He diagnosed the issue without having to read from queue cards.
  4. The problem was solved in a few minutes on the first call.

Now I am all for a global economy, but there are times I despise calling technical support because:

  1. The support person does not know the product.
  2. There is a language barrier on the support person.
  3. Let's try step one. Step one didn't work, let's try step two. Step two didn't work... You get the drift.
  4. Support is outsourced to companies not in the country.


Anyway, back to the point in hand. Kudos to Stamps.com for making me feel like a valued customer. I will be sure to fill out your survey.

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Customer Experience

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