Customer ExperienceIndustry

The Speed of Service

By April 24, 2012 No Comments

The promise of speed surrounds us everywhere. Geico promises that 15 minutes could save you 15% or more on car insurance. AT&T, Verizon, Sprint, and other mobile or wireless carriers constantly tout their 3G, 4G or lightning fast calls, downloads, and messaging (But don’t worry, HughesNet is the fastest for “anyone with a clear view of the southern sky.”)

All this advertising for speed is not unwarranted, because it is wanted by generally every consumer. Speed is not just valued, it’s expected. In my opinion, speed is usually linked to both attention and empathy. Recently, I felt my “need for speed” satisfied in an exchange with a support representative at another web-based software company, GotoMeeting. I use GotoMeeting frequently for trainings with Daxko customers, and I rely heavily on its recording capabilities. After a meeting failed to record properly, (for no apparent reason) the representative was able to help.

I told her that I was frustrated that I had been on a GotoMeeting for an hour and a half, but the recording failed! I told her (ok, griped to her) that I would now have to re-do the recording and upload it today. I am no stranger to customer support, so I asked how I could avoid doing more re-work in the future. She quickly hypothesized why my meeting did not record (she was right!), told me that my recording would be saved on a hidden location on my computer, and sent me a link with instructions on how to recover the “long-lost recording.”

Did I mention that the entire session took about 5 minutes, and we were chatting online? Our messages and responses were instantly recorded. I could save her instructions to avoid the mistake next time. And, she gave me just what I needed (and pleasantly!) so I could accomplish the pressing task at hand.

This speedy interaction made me thankful for any customer service staff person that will help a customer with an eye on the clock, not to improve call times, but to help the customer solve problems and move on. In this case, a “5 minute instant message saved me 1.5 hours of re-recording time.” It’s not quite a catchy slogan, but I think I like it better.

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