recent experience

[Ballyhoo]

you know, sometimes companies really surprise me. in this current business enviroment good customer service & going the extra mile really is rare.

during a recent move an accessory piece went missing on our Kitchen Aid food processor. i searched ebay and other sites trying to find a replacement, all to no avail. a family member suggested that i get in touch with Kitchen Aid.

i went to their website and decided to try live chat...it worked. someone actually answered right away. we went through the "it's a-thing-a-ma-gig" routine. they were really nice about it. they ofered to ship the part out at no charge to enhance customer satifaction.

they have really impressed me. i guess the mci study really is true...it costs 10 times as much to attact new customers than it does to keep the ones you have (might be wrong on the actual figures).

i guess i'll be check'in out what else they have to offer.

[soky]

great post

[Brangwyn]

I'd kinda expect that from Kitchen Aid to be honest though .. fairly large product markups they operate on, their per unit price is pretty high when compared to almost identical products from other manufacturers, perhaps that explains why.

[kattouf]

I had a similar experience with Delsey (the bag manufacturers). The strap of my laptop bag broke (the metal joint snapped) but i hardly used the thing since it's a desktop replacement and i rarely move it. So i was annoyed at the build quality but my warranty had expired by about a year.

Anyway, i emailed them with a picture of the problem, and then two weeks later they shipped a new better strap from France to me in the UK at no cost. :-)

[PeterD]

I really like the live help concept. I think it's a great way to support hosting customers who have easy-to-solve enquiries especially when there are techs available 24/7

I'm building a relaunch version of my hosting site, and have chosen CSLH - Crafty Syntax Live Help. It's truly clever stuff. You can configure operators, departments, stored scripts, styles, you can track users as they traverse your site in real time, invite them to chat after X number of pages viewed, point them to urls for further info and best of all it's open source and free

http://www.craftysyntax.com check it out

[Ballyhoo]

Originally Posted by PeterD

http://www.craftysyntax.com check it out

hey, just checked it out. it sounds real impressive, open source and free!

[PeterD]

Yeah, when I was thinking about using it, I was cruising around their site and whoa, a dhtml layer magically popped up inviting me to talk to their support. I accepted and was talking to Eric, the developer, in just a few seconds. It was enough to convince me.

Right now I'm using it on my test site, opening sessions in different browsers and chatting to myself, which although kinda sad is also kinda cool!

[mresell]

ok...the eyes are truely freaky tho