Why give us better customer experiences small businesses that big?
Companies that have achieved a large market and especially the leaders, are really masters in logistics, operations, internal organization, product design and marketing. In addition, they often have a good management system of customer information in each of its contact channels.
But none of these skills significantly impacts the customer experience impacts the satisfacción.A Although many of these companies have good customer experience teams unfortunately encounter strong internal obstacles.
A couple of days ago, the ATM of my bank tells me that “it is not possible to perform the operation due to an error on the card.” Apparently, the magnetic strip was damaged and need to apply for a new one.
At that time, the bank office was closed, so I decided to wait to get to work and make myself the renewal of the card through the website.
Once on the website of the bank, when I proceed to cancel the card, a message appears on the web: “card canceled correctly, you need to request a new plastic”. Well, what does this apply for a new plastic means? I am looking busily and nothing. I need to request a new card as soon as possible!
I decide to go to the “Customer” that provides the web bank, it sure is faster than phone support. On the web there are three alternatives: Twitter, Email and Online Help. Mando email request for help, but the minute I think I have to fix it faster. Already HATH Online Help (AO) is best.
An example of small business
The next day, I need to fix a problem with the web page in our company we hosted in Don domain. This company provides basic services domain registration and web hosting to a really interesting price.
Don domain, does not offer a helpline, so its only two contact channels are service tickets (email through your intranet) and a chat. Usually through the tickets you answer a few hours and quite accurately. I have opened a new ticket, but it is not clear his last answer so I decide to go to the chat for the first time would it work really chat or be like the day before with the bank?
Small business, great experience!
