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]
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]
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]
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]
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.
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]
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]
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]
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]
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!
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]
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]
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]
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.
I don't need a support system... or maybe I do. Is there a support ticket system for Brick & Mortars?
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]
As a retail customer, why is it rare to receive a thank you after completing a transaction? [more inside]
Documented business failure because of shoddy customer service? [more inside]
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]
How can I be a better retail employee who is helpful, but does not annoy you? [more inside]
Our mattress was damaged in a (self) move and we have reason to believe that it is a manufacturing issue. We have to deal with the furniture store first. We do not anticipate this being an easy situation. Advice needed, please. [more inside]
Need help with Yahoo Small Business / Premium Services support: is there a way to update payment information at once? Tried their UI but to no avail. Also seek email to customer service--phone call got dropped after hours on hold. [more inside]
I am looking for examples of websites that provide "best-in-class" customer service capabilities via the online channel. What are those e-commerce websites you think have amazing self-service options and are easy-to-use?
3rd TB hard drive failure in 6 weeks. Am I doing something wrong? [more inside]
How can I connect support cases with end user documentation? [more inside]
my health club is a health risk. what should I do? [more inside]
How do I get a cellphone company to cancel my account and credit back their charges? [more inside]
I want to start a "hate" site dedicated to my crappy dealings with a major corporation. What do I need to be wary of? [more inside]
Questions for grocery clerks (or people who stand in line at the grocery thinking about people and their purchases). [more inside]
Ever written a letter complaining about poor service to a large, international company? Did it accomplish anything or just waste your time? And if you saw results, any tips worth sharing? [more inside]