Good service is good sales

I live and die by screen sharing and today I died by it. After upgrading my desktop mac to Yosemite with no issues on Saturday I decided to break my own rule and bring the laptop along as well. I didn’t have any really good reason, I just was sitting around and decided to do it. Bad idea!

Monday rolled around and I headed into my first virtual meeting – a working session for our Salesforce solution -ExAM4Government.com. My screen sharing program of choice (5 years ago) died on startup. This began a series of desperate attempts to Google a solution followed by canceling the rest of the days meetings including a sales call. This is bad. Of course the first thing I learned (for about the 50th time) is never, never, never upgrade both machines at the same time. No matter how convenient the timing is or how cool the new features are…it is just a bad idea.

The second thing I learned happened on the desperate support call I made. While on hold I began looking at other screen sharing software. The options are many now several years after I did my first evaluation. I started thinking…maybe it was time to try something new. However once I got on the phone, the gentleman (we’ll call him Hector) was great. He seemed legitimately interested in my well being and dedicated to finding a solution no matter what.

As the time slipped away Hector stayed with me and seemed to really understand not just their software but my issues. He worked through what seemed like a pretty logical progression of steps before finally moving me up a tier in support, where they began to dissect the logs from my crashes.

The whole time I was worried about the next days meetings. What should I do? I literally had my credit card out and was simply debating between my final screen sharing options when it hit me. I needed to give Hector and Scott (Tier 2 Support) a chance to solve this before just stepping off into another product. These guys were working hard and really cared. I decided to wait it out.

Finally, after another 20 minutes or so they got it solved. Changing a setting here and there and I was back in business. I’ve been a customer of this company’s for at least five years now and I’ll continue on. Maybe I should give the other options a chance. Maybe I should do a real evaluation. I won’t do it though. They won me back as a customer with their support. I have had plenty of bad support experiences, so the good ones really stick out.

If you really want customers for life, support them like you care and stick with them until you close the case.

Thanks as always for reading my blog, I hope you will join the conversation by commenting on this post.

If you liked this post, please consider subscribing to this blog and following me on twitter @jmillsapps. I regularly give talks via webinar and speak at events and other engagements. If you are interested in finding out where to see me next please look at the my events page on this blog. If you would interested in having me speak at your event please contact me at events@joshmillsapps.com.

If you are interested in consulting services please go to MB&A Online to learn more.

Using Knowledge Centered Support (KCS) to provide better customer service

Webinar: Service Cloud – Understanding Knowledge Management

One of the things most of us have experienced is the “newbie” customer service rep. Stuttering, sputtering and robotically reading from a script the rep stumbles through a time sucking call that inevitably ends with you getting disconnected en route to tier two support.

Whether it’s calling a company about a product or a government organization about a citizen service it’s always frustrating to hear confusion on the other end of the phone.

Knowledge Centered Support (KCS) is a methodology that focuses on knowledge as the key component of the customer service organization and it has been linked to significant decreases in the time it takes to onboard new staff, resolve customer issues and increases in customer satisfaction.

Salesforce’s Knowledge is KCS verified solution that can and should be married into your entire case management process. In particular organizations that have or require complex, compliance driven or standardized interactions with stakeholders can benefit from Knowledge. This video is part of a series built out of a training session on configuring Knowledge to support a generic Customer Service Knowledge Management process.

I think it becomes very easy to understand why knowledge management needs to be a consideration at almost every step in a modern case management process. When you start to look at each step in the case life cycle the opportunities to either build, edit, provide feedback or leverage become obvious.

 

 

Thanks as always for reading my blog, I hope you will join the conversation by commenting on this post.

If you liked this post, please consider subscribing to this blog and following me on twitter @jmillsapps. I regularly give talks via webinar and speak at events and other engagements. If you are interested in finding out where to see me next please look at the my events page on this blog. If you would interested in having me speak at your event please contact me at events@joshmillsapps.com.

If you are interested in consulting services please go to MB&A Online to learn more.