We won a customer last week on the back of them calling our help desk and posing as a customer. They were thrilled a human answered the phone and wanted to hear from them about their query regarding our software. Their experience with another software company has been struggling with a computerised phone system to log a call and wait for someone to call back who runs through a script from which they cannot deviate to find out what the question is about.
We refuse to do this at Tower Systems.
Since retail is personal, so to should a retail software help desk experience be personal. We do this well and enjoy our personal contact with our customers.
