August 7, 2012
A lot of people I know (mostly of a certain generation) still hesitate before buying online and often not because of fears of online security but customer service. “What do I di if it’s broken? How do I take it back to the shop?” are valid questions.
Some companies get this very wrong (Ebuyer, I am looking at you here) but just recently two suppliers have got it complete right.
I lost my Fitbit whilst helping clear out the house of a deceased relative. It was on the other side of the country, and on a very stressful day, it’ probably got pinged off my trouser pocket whilst I was dragging a sofa round or something similar. I tweeted about how sad I was when I noticed that evening.
Fitbit’s UK team noticed and replied, suggesting I get in touch with their US support team. I dropped them a slightly confused email and a week later a brand new FitBit, exactly the same as the one I’d lost, came through my door. Amazing.
Last night I got home to my favorite surprise of the month, my Larder Box. Larder Box is a subscription service who send you tasty treats every month. It’s an offshoot of Love Your Larder, a local start up. Sadly my Larder Box had not travelled well (I blame the delivery company here) and as a result the box was crushed on one side and the lid had come off the Bacon Jam resulting in a sticky mess. I dropped an email to Larder Box just to let them know (they should know if their delivery company has screwed up right?) and got a reply within minutes from the founder asking for a photo and saying a replacement box would be on it’s way to me asap.
Customer service isn’t lacking online, it’s thriving, and technologies such as Twitter, Uservoice, CustomerSure and plain old email are really helping to nail it. I can’t think of a shop who would have done what FitBit did for example.comments powered by Disqus