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]
posted by Lush
on Jun 4, 2014 -
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]
posted by Laura in Canada
on Jun 2, 2014 -
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]
posted by tnar23
on Apr 9, 2014 -
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?
posted by sdis
on Jan 26, 2014 -
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]
posted by LolaGeek
on Jan 21, 2014 -
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]
posted by atetrachordofthree
on Dec 20, 2013 -
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]
posted by anonymous
on Aug 5, 2013 -
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.
posted by bluelights
on Jul 16, 2013 -
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]
posted by cartoonella
on Jul 1, 2013 -
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]
posted by NorthCoastCafe
on May 31, 2013 -
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]
posted by cachondeo45
on Apr 24, 2013 -
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]
posted by theobserver
on Apr 14, 2013 -
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]
posted by jrholt
on Mar 10, 2013 -
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]
posted by otto42
on Mar 8, 2013 -
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]
posted by heliostatic
on Feb 28, 2013 -
Have you ever purchased anything from Rawganique? If so, what was the experience like? [more inside]
posted by sardonyx
on Dec 9, 2012 -
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]
posted by hellodonna
on Sep 20, 2012 -
I'm looking for recommendations for online software for managing a database of customers. [more inside]
posted by rabbitfufu
on Sep 3, 2012 -
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.
posted by dazzle
on May 30, 2012 -
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]
posted by anonymous
on Nov 15, 2011 -
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]
posted by blargerz
on Oct 5, 2011 -
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]
posted by jackfruit
on Sep 6, 2011 -
How do I, using Excel, determine the frequency of orders, the minimum/maximum amount per customer and the average order size? [more inside]
posted by hecho de la basura
on May 21, 2011 -
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]
posted by beccyjoe
on May 6, 2011 -
Where can I read about the craft of deploying really well-designed, client-appropriate content management solutions for the web? [more inside]
posted by circular
on Apr 25, 2011 -
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!
posted by NorthCoastCafe
on Aug 15, 2010 -
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
posted by 2bucksplus
on Apr 1, 2010 -
I need some advice on how to handle some questionable conduct by my credit card company... [more inside]
posted by anonymous
on Jan 22, 2010 -
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]
posted by The Whelk
on Jan 7, 2010 -
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]
posted by Twinedog
on Jul 8, 2009 -
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]
posted by Muirwylde
on May 24, 2009 -
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]
posted by numberstation
on May 21, 2009 -
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.
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.
posted by titans13
on Mar 8, 2009 -
Brand new iPhone (1 week old ) has a dead pixel! Apple Store says this is within "spec," and therefore doesn't warrant an exchange. I call BS on that. Suggestions to help me persuade them to take the thing back and give me a new one? This isn't what I paid $199 for. It's within the 30-day exchange period and I have Apple Care, in case that's relevant.
posted by JuniorBCat
on Feb 17, 2009 -
I am looking for a client management/help desk/support ticket... thing. Customers come into our stores with items to be repaired and I'd like to be able to allow stores to create ticket for each repair. I'd like for the system to retain information about the customer and the items they bring in... and be able to make notes to the account. What exactly am I looking for? [more inside]
posted by aristan
on Jan 15, 2009 -
As a retail customer, why is it rare to receive a thank you after completing a transaction? [more inside]
posted by jorlando
on Dec 7, 2008 -
My out-of-warranty Samsung DLP has been plagued with issues for the last 6 weeks. Routine issues, or do I have recourse? [more inside]
posted by neilkod
on Aug 23, 2008 -