Email is our optimal communication medium for a number of reasons:
1)We sell worldwide, and time zone differences alone would create significant phone tag issues.
2)Email allows us to clearly track and document all details.
3)We actually used to offer phone support, but found that while most questions could be answered in less than 3 minutes, most customers were happy to continue talking on more social topics...which put our phone reps in the akward scenario of trying to end the call to answer other calls without being rude. Thus, a customer rep could answer on average 10x the number of enquiries by email as they could by phone.
How come you don't offer phone support?
Would you like to...
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Comment #1 (Posted by cole miller
)
i am worried about the fact that you have no phone contact and you are not part of the bbb. -
Comment #2 (Posted by Angelic
)
a)we are in the 'buysafe' program, see our seal on virtually every page on the site b)we used to be in the BBB, and we were on their 'honor roll' every year...each year they mailed us a big sticker to display in our store window to show we were in their honor roll of having a perfect record. We scanned the awards after we had collected two or three of them, and put them on our about us page. We then got a nasty letter from them saying it was a copyright violation to show the awards on our website....we could only show them in our 'store'. I informed them we didn't have a physical store, and putting it on our site was teh equivalent on showing on our window. They hmmed and hawed, and put it into their committee for review, and they came back with that we could probably show it on our site in the future but right now the award was only allowed to be shown in your physical store. We did not renew our membership after that, as it was clear they were still living in another era to send us an award each year and then threaten us when we showed the award they sent us on our website....but its ok to show it in a physical store. c)we now have a top notch CRM system for handling customer issues....as she can see from the case handling below. Works much better than relying on phone tag.