Your FAQ Is Not A Customer Service Representative
I had an experience with a company today and I had to write about it. I’m not going to name names here, but it’s just another example of a company going about things in a way that really makes me angry.
I had purchased something for OrcaPack, and realized that I had an error in the order, instantly after it went through. I hoped I could contact the company and possibly adjust the order accordingly. I clicked on help, which took me to a frequently asked questions page. Now this I don’t mind, because often times you can send someone to a FAQ and it will answer their questions without having to take the time from one of your customer service representatives. My question was even listed “Can I change my order?” and of course they said no, which is annoying that there’s not even a five minute window or anything.
Anyway, at the bottom of the question it said “Does this not answer your questions? If you still have a question please Contact a Customer Service Representative” with a link on the last line. Great! I click it. It takes me back to the main page of the FAQ. I spend the next 10 minutes clicking all around the site. I cannot find ANY way to contact the company other than
A) Ordering something.
B) Sending Generic Feedback.
so I send feedback rating their service down, and telling them that I’d not likely be using their service again. They didn’t even have a contact form. Not even an 800 number. Nothing.
That’s just ridiculous. It’s taking customer service to a new low. Don’t you hate that? Don’t you hate when you work with a company and they can’t even be bothered to talk with you? The only way would be for you to track down a physical address from them and send them a snail mail letter. Or a generic website feedback form. How can you possibly provide decent service to people that way? It just astounds me.
Radical Customer Service
We believe in Radical Customer Service at OrcaPack. What do I mean by that? I mean that when you are an OrcaPack client you get the phone number of your Customer Service Rep, who often is your Tech rep, and Sales Rep. They’re your Site Manger. Your Webmaster. Your Advisor. If they can’t answer your question or you need something specific they’ll forward you directly to the person who can. Whether it’s by email, or contact forms, or a direct phone number, we want you to call or email us the instant you have a problem or a question, and we want to jump on that.
With OrcaPack you get one person, and their email, and their phone number, and they’ll know you and know your business. We want to work with you for the long term, and we believe personal relationships and great customer service are one of the most important things we can offer you.
Because we’re not perfect. Nobody is perfect. We can’t promise our clients that everything we provide for them will be perfect, though we’ll certainly try our best. What we can promise is this. When you need us, we’ll be there to help you. Us. Not some trained phone bank in a foreign country, or a contact form that doesn’t ever get responded to. Us. One on one.
Don’t we need more of that in our world? We think so. So we’re gonna provide it.