Customer Service

  • Freshdesk Wants To Make Customer Service Fun With Game Mechanics

    Freshdesk Wants To Make Customer Service Fun With Game Mechanics

    Today Freshdesk announced Freshdesk Arcade, a new game mechanics system for its web-based help desk software. Freshdesk Arcade will award points based on several factors, including the amount of time it takes to close a ticket, whether an issue is resolved in one call, and customer satisfaction. Points can be tracked through internal leaderboards, and agents will be able to rise through… Read More

  • Get Satisfaction: Facebook Is Not The First Place People Go To Do Product Research

    Get Satisfaction: Facebook Is Not The First Place People Go To Do Product Research

    Consumers are not in a research mode when they’re on Facebook. Instead, the first place they go to find out about a product is Google or the company web site. That’s according to an internal study by GetSatisfaction, which found that close to 90% of customers go to a company’s website to research products or services. That’s compared to the 12% who use social networks… Read More

  • No More Call Centers: Needle Grabs $10.5M To Turn Your Fans Into Customer Service Reps

    No More Call Centers: Needle Grabs $10.5M To Turn Your Fans Into Customer Service Reps

    Thanks to increasingly powerful mobile and web technologies, people can work from practically anywhere. One eCommerce startup, the Utah-based Needle, sees a big opportunity for this mobile, remote, and telecommuting workforce to change the way businesses connect with their customers and influence the way consumers make purchasing decisions. Rather than relying on customer service reps stuffed… Read More

  • FastCustomer Unleashes Telephone Call Concierge Service

    FastCustomer Unleashes Telephone Call Concierge Service

    “People are sick of shitty customer service,” said FastCustomer co-founder, Stephanie Hay. And she and her team aim to do something about it. Their first product, for the iPhone, Android, and other platforms, allowed you to search for a customer service number – say Adam & Eve – and press a button. The program waits on hold for you and then calls you on your… Read More

  • Dell Hell Is Back: One Man's Spiraling Journey Into The Heart Of Darkness

    I don’t like to call out bad customer service that often because the cases are often very time and place specific and mostly it’s a matter of misunderstandings all around. However, this one is too good to pass up. A reader, Blazej (he’s Polish), inexplicably purchased two Precision workstations and two 20-inch monitors from Dell on December 31. He paid extra for quick… Read More

  • Study: 82% Of U.S. Consumers Bail On Brands After Bad Customer Service

    Study: 82% Of U.S. Consumers Bail On Brands After Bad Customer Service

    New research from RightNow and Harris Interactive…reveals that 82% of consumers in the U.S. said they’ve stopped doing business with a company due to a poor customer service experience. Of these, 73% cited rude staff as the primary pain point, and 55% said a company’s failure to resolve their problems in a timely manner drove them away. Almost everybody surveyed, a full 95%… Read More

  • Which cell phone provider has the best customer service? You might be surprised

    Given how much people depend on their mobile phones these days, it’s pretty much catastrophic when they stop working. Most these days don’t have a traditional land-line, so when your phone stops working, you lose touch with the world. So which carrier has the best customer service? Who can you depend on to help you in your hour of need? Read More

  • My chat with Verizon about FIOS

    I’ve been eying FIOS for a few years now – I know Doug has it and likes it – and was just inspired by a commercial on cable to pop by the Verizon site to check on FIOS in Brooklyn. Almost immediately I was shunted into a chat with “Philip” who proceeded to offer me DSL. Phil then encouraged me to “check back” with some regularity, something that would… Read More

  • Truly Comcastic service, for real this time


    We’ve made it a sort of hobby to post our Comcast experiences here at CG, more often than not because they’ve been terribletastic and we needed to be angry publicly for our own satisfaction. This time however it’s quite a different case so read on if you’d like to hear that rarest of tales: a tale of good customer service. Read More

  • Casio claims a fingerprint inside camera, voids warranty

    I understand that companies like Casio are dealing with large volumes and must enforce a certain level of scrutiny when it comes to returns, or face enormous costs from unnecessary replacements. But this is ridiculous. Like the laptop with “liquid inside keyboard,” Casio’s complaint is completely ridiculous and completely transparent. You can see the technician going down… Read More

  • For free: Sprint will teach its customers how to use their phones

    Not everyone spends all day in front of gadget blogs and the HowardForums, learning the ins and outs of their cellphone. It’s for these “normal” people that Sprint is launching a renewed effort to teach consumers exactly what it is their cellphones can do. The program is called “Ready Now,” and will officially be announced sometime today, when everyone is… Read More

  • Dell kind of bites the bullet on faulty GeForce M rigs

    Dell is offering a 12-month warranty extension for those of you suffering (or about to suffer) from faultily manufactured GeForce GPUs on your laptops. Their previous solution was to fool the BIOS into turning the fans up all the time, thus preventing overheating at the cost of noise and wear and tear — not really the best trade-off. So now they’re essentially saying… Read More

  • Customer receives million-dollar bill AND poor service


    The Register has a report on possibly the largest ever single-person phone bill, and the winner is…James Abdale, a Vodafone customer from Norwich, who got a bill for £588,198, and fifteen pence ($1,175,455 and two cents). Abdale, who posted his saga on Vodafone’s forum, spent over two hours on the phone with customer service before being told that all managers had gone home and… Read More

  • HP attempts to charge customer $1099 due to "liquid inside keyboard"

    Interesting approach to customer service you’ve got there, HP! Hot tipper Zack, who sent his still-under-warrantee HP laptop in to be serviced for a bad hinge, writes: Well today I received a call from an HP Tech Support guy. I was informed
    that liquid had been inside my keyboard and when they opened the computer to
    diagnose it, the liquid spilled onto the motherboard causing damage. Read More

  • Dell's new customer service scheme: North America-based, reps with actual knowledge

    Dell, the baked goods manufacturer, knows that Americans don’t like calling tech support only to get “Pete,” whose name clearly Shoaib, who tells them to restart their computer for every single issue. Fine, Dell says, it’ll improve customer service—legitimate solutions on the other end of the line—but you’d better be ready to pay for it. The… Read More

  • That car that Circuit City gutted? They're fixing it, nice!

    I’m the resident customer service curmudgeon around CrunchGear. I’ve worked customer service as both a peon and manager, and I’ve been on the other side, so I know what’s reasonable to expect. As I said a few weeks ago, if Circuit City destroys your car trying to install a stereo, they should fix it completely. Circuit wasn’t doing that, but reports are that… Read More

  • Dude, you're getting a Dell with pubes stuck in the keyboard!

    I’ve never had good luck with Dell’s customer service, it’s one reason why I just don’t recommend their products. One great example of this is a letter a young man named K sent to the Consumerist, detailing how Dell Support destroyed his old laptop while trying to troubleshoot his new one, and finally sent out a replacement. Good on them, you say, for making good on that. Read More

  • Amazon is $50 worth of sorry for your HD-DVD player purchase


    Those sports at Amazon understand “new technologies don’t always work out as planned.” Or rather, they don’t work out as Toshiba planned. I have a feeling this is how Sony planned it all along. In any case, if you bought one of those bargain HD-DVD players after February 23rd, help yourself to $50 worth of stuff from Amazon. Personally, I’d be buying the Planet… Read More

  • Circuit City installation techs destroy customer's Honda, refuse to pay full damages

    I drive a Kia Spectra that I just love. I bought it brand new 2004 and one of the first things I did was have an iPod adapter kit installed for the car stereo. I’m an iPod guy, and I want to take my songs with me always. I took it to Circuit City and while the install was fast, they messed up the facing on my dashboard, so now it just sort of hangs there. They told me there was nothing… Read More

  • Creative bans driver modder for improving its products for it

    [photopress:card.jpg,full,center] We’re going to try to think like Creative here. Let’s say we, as Creative, insist that our drivers for our multimedia cards were Vista-ready. Let’s say they really weren’t, they were buggy drivers with missing features. Let’s say we had no real plans to fix this. We’re a large corporation with better things to do. So… Read More