We're a small business currently using just a shared gmail account for our customer service inquiries. We're looking to switch to software better designed for this usage. I've been checking out Frontapp.com, freshdesk, zendesk., desk.com, salesforce, and others. One feature I'm having trouble nailing down though, is for the software to automatically search for certain keywords in the incoming emails and suggest canned responses we have on file based on what's found. Which platforms can do this?
There is no # or way to do this listed on their site, but I need to speak with someone. Please help if you can. [more inside]
We bought a Neat scanner and installed the software. Now it is asking in a pop up window if we want to sync with the cloud. There is no way to turn this off and it asks 10,000 times a day. And I am not allowed to call customer service without a paid account. And the scanner does not seem to work without the software. [more inside]
So: my 2-month-old PS4 has broken down, with error CE-34878-0 across all applications. Sony US normally replaces machines that have this issue. My problem: I have a Japanese PS4, and Sony US refuses to service it. Sony Japan could probably help, but I don't speak Japanese (and I live in the US). What can I do? [more inside]
I got a zipcar that I had to abandon 3 km into a trip due to a dangerous issue with the car. When I eventually managed to report it, arrange for it to be picked up, etc, I was told that I could get my taxi fare home refunded if I emailed in my receipt, but what is the right email? [more inside]
I'm having a disagreement with a recent dissatisfied customer of my IT business and am looking for impartial outside perspective. [more inside]
I accidentally ran up my phone bill to $1100. I want to know what I can say, if anything, to try to lower my bill. [more inside]
I work for a small eCommerce company that provides customer support via live chat and e-mail, and relies heavily on it. The people who chat with the agents are not necessarily people who have bought or sold anything or even used the site yet, so being able to ask questions in real time could help them decide whether to use our site. We would like to implement a helpdesk solution that does chat very well and can provide good analytics so that we can assess agent ratings, why the customer contacted us, and issues that are driving up volume. It also has to be a third-party cloud-based solution because we don't have the resources to set it up on our own system. Do you have any recommendations? [more inside]
Hello, We are currently using Business Contact Manger as our CRM software. We are having problems when having to re-install (computer crashes, etc) at this point and are looking to either upgrade to Office 2013 (which will allow us to use Business Contact Manager 2013) or to find a new CRM. The preferred option (long-term) would be to get a new CRM, as BCM (Business Contact Manager) does not meet all our needs, and is essentially defunct, but it would need to be less than the price of buying Office 2013 for the 4 users who use it (around $2100). [more inside]
I've been working for a medical supply company for almost a year now within the medical records department. Excited at first when I started last May of 2013 after being laid off for 3 months from my optical job for 8 years. Double the pay plus benefits to boot. Fast forward to April now and I've become semi-miserable the past 2-3 weeks. [more inside]
After a crazy Kickstarter adventure, I suddenly find myself with ~65 products to create, 2000 customers to send them to, and loads of information (names, email addresses, shipping details, order selections, order fulfillment status, funds donated) from 4 different sources (Kickstarter surveys, Surveymonkey.com, paypal.com, private emails). I need some way to keep track of all of it, so that I can easily find and export information (Who ordered product X? Who ordered product Y and hasn't yet had that order fulfilled), easily change entries (Customer B: Can I switch from product X to Y?) and easily add entries (New customer C). What's my best bet?
I shopped at Target twice during the period last year that their customer data was compromised. I used my debit card once (which, ugh, I never shop with, but I must have needed cash back), and my credit card once. And apparently other information, like home and e-mail addresses, was also taken. How concerned should I really be, and how much effort should I put into changing card numbers and monitoring my own information? [more inside]
I placed an order on The Body Shop's website on Dec. 1 for cyber monday. There was some issue with shipping (where the courier company was given insufficient information, and never delivered and instead returned the package), and I never got the package that I had paid for. I have called, emailed, and tried numerous time to get in touch with a customer service person. I was on hold for more than half an hour each time, and no representative ever responded to my email. I am infuriated now-- they charged my credit card. What options do I have at this point? What can I do? I want either a refund or my order. I don't care which. [more inside]
Hi, I work at a political advocacy organization and we're looking for a new CRM platform... [more inside]
One of my colleagues often disparages my work to our customers. I'm not sure how to react and could use some advice. [more inside]
I'm a hostess at an upscale restaurant on the weekends, I have a higher-paying full time job during the week. I have many ADD symptoms I've struggled with, so it's much more challenging for me than the average person. I'm proud of myself for taking the job and building upon my weaknesses (i.e., low spatial intelligence). I was taking a look at the Yelp reviews while working there tonight and my heart SANK - a customer wrote a very nasty review about me, and specified the date, so it can be traced back to me. It was a busy night and I'd had an extremely stressful day before I got there, I know that's no excuse, but I was doing the best I could. Is there anything I can do? Should I message the person explaining/apologizing? If I do, should I ask them to take it down? Should I just quit so they can find someone better? I hate feeling this way. I was laughing, having a good time with the servers tonight, then after reading this felt like crying, everyone could tell something was wrong. I thought I was doing something good for myself by taking this job.
I have a job in radio and an on-air persona that invites interaction from our audience. Nice for the station, not so great for me. I have to be polite but firm in cutting people off, but I suck at it. Help? [more inside]
nov. 2012 I bought a kyocera rise smart phone from Virgin Mobile and upgraded my plan to go along with it. I'd been a VM customer for 12 years. It took me a while to realize that the phone was not working properly, when trying to make a call, or other task the screen would go black and the phone turn off. I called several times, could never get a CSR to understand the problem and/or come up with a fix. I lived with the problem until about a month ago when, following a failed emergency (life threatening) phone call I started calling regularly to get a fix. It never happened and finally I got the offer of a replacement phone. [more inside]
I was verbally abused by a terrible employee at an AT&T store but they're not part of the corporate machine. What do I do? [more inside]
What business books/frameworks and resources are available for managers in service companies to provide deep customer value and delight, when the customer himself is a senior manager in another company and my services are people with deep expertise in specific areas? [more inside]
My customers will sign up for weekly, bi-weekly or monthly shipments of a product. After I've processed their payment, what are some online customer database solutions for managing my current customers and generating things like shipping labels and order forms so that each week I can pack my boxes full of product and ship them? [more inside]
My small financial services firm needs to keep track of our customers and how much progress we have made selling them different investments. [more inside]
I'm looking for a better word or term of art for the most important customer of a company, in particular one that provides the most revenue. [more inside]
How do I, a barista, flirt with one of my hot regulars? [more inside]
Have you ever purchased anything from Rawganique? If so, what was the experience like? [more inside]
My business is booming and it's driving me crazy! The process that worked when only a few orders trickled in isn't scaling and I am finding myself prisoner to my workflow. Email and google spreadsheet is clearly not cutting it and I need input on a project management or order system. [more inside]
Customer Service Yellow Card - How do you handle poor customer service early, in advance of the main service being rendered? [more inside]
I'm looking for recommendations for online software for managing a database of customers. [more inside]
Two questions based around Amazon.co.uk. I would like to know, probably rough, figures for Amazon.co.uk customer base and the average percent discount they have on books.
My friend paid for Yahoo Premium email service. His email account was hacked. And his account was locked down by Yahoo. Now I can't find any way to contact Yahoo Premium service, which he PAID FOR. Any ideas?? [more inside]
My company sells a premium nutritional supplement product targeted to middle-aged women via our web site. I would like to include a "thank you favor" in the box when it is shipped to the customer. Please recommend what you think would work here! [more inside]
What is the name of this book that was about history of airline stewardess customer service training?
I'm looking for a certain book written in the sixties or seventies about the sociological aspect of the training of airline hostesses/stewardesses. Don't remember if it was entirely about this topic, or just a notable part of it. Some part of it may have been about how stewardesses had to curb the outward expression of their personalities to match stringent requirements of communication with passengers that rendered them almost carbon copies of one another. It was somewhat famous. Suggestions? [more inside]
CRM plus something more for a small office? [more inside]
How do I, using Excel, determine the frequency of orders, the minimum/maximum amount per customer and the average order size? [more inside]
I want to be more assertive. Just had an annoying customer service experience from which I think I could have got better results had I been more assertive. Need tips. Details within. [more inside]
Where can I read about the craft of deploying really well-designed, client-appropriate content management solutions for the web? [more inside]
How do I get (any) support for Google Places bulk uploads? [more inside]
Asking for boss: we need a database to track customer info and history. [more inside]
I've been getting DVDs from Netflix recently that are cracked, scratched and otherwise unplayable. They always offer to send a repacement but what a pain it is to plan to watch in the evening only to find it won't play. Has anyone else experienced a rise in the number of damaged discs being received? When I called, admittedly a bit hot under the collar, to complain the Netflix CSR listened, briefly, but when I asked if Netflix had deliberately decided to stop inspecting discs for damage before mailing out to customers my call got seamlessly switched to National Car Rental. So much for customer service at Netflix!
Is there a name for this type of scam? A customer walks into a store to buy $1000 worth of goods. A salesperson offers 20% off if the customer slips him $100 dollars under the table. The customer is $100 better off, the salesperson is $100 better off*, the store is $200 worse off. (*Assuming no commission)
I'm looking for examples of good online customer service or technical support forms. [more inside]
I need some advice on how to handle some questionable conduct by my credit card company... [more inside]
Air Canada WTF? On Tuesday I took a trip from Laguardia Airport to Pearson Toronto to CDG, Paris on Air Canada. From Toronto to Paris, they lost one of my bags, which wouldn't be terrible except said bas contained 1) My only change of clothes for the next 2 weeks 2) My BFs extra heart medication and 3) I'm leaving for Prague in 4 days and there is still no news. Is there anyone I can call or talk to see that I actually get my stuff before I leave France? Kakfaesque detail follows. [more inside]
A wordpress plugin to make a "customer login" section. [more inside]
How can I get any service from Dell Inc. Help they seem to have lost my order and won't give me any answers etc. [more inside]
What is the appropriate response to a customer who left me a note at work? [more inside]
I gave my cell phone to a badly burned fire victim and she took it with her to the hospital in the ambulance. It was covered in blood. I dont want it back. I have no phone insurance. I'm with Sprint. Any provision for a replacement if the phone is lost in in a life saving circumstance? WARNING: graphic details inside. [more inside]
Apple Genius Bar not so Genius - I bought my macbook back in 2004 and recently took it into the London Apple store for help with a software problem. [more inside]
Why do I never see bar managers/owners meet-and-greeting the customers? [more inside]
My company is looking for a comprehensive package to manage our IT company, which has grown 1000% over the past 4.5 years. I believe we have outgrown our existing solution. It has to be scalable, user friendly, integrate with Quickbooks, ideally would integrate with Kaseya, and generally be a very full solution. Honestly, Autotask is the best thing we have found, but it is not an option as we cannot host it ourself. Outsourcing all client data to another company means we are beholden to that company for life and that is not an option. We tested Commit but the web interface just wasn't robust. The program itself was very functional, but the interface would lead one to believe that it was intended for smaller shops so we are going to stay away from it. All suggestions and critiques are welcome.
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