Call center phone problems

Technological advancements are not without caveats.  For instance, our VOIP provider is having issues and as a result our primary telephone line is not working for some callers.  Luck would have it that all of our other (secondary) lines are working without any issues, while the only one that truly matters is down.

For the next several days call this secondary number: 847-368-9490

We have used this particular telephone company for the past 2 years without any major issues and this is the first time we have seen how they respond to a real customer service trouble ticket.

Working with their first and second level support really makes me appreciate our own support team.  Our people know what they are doing and they don’t have idiotic scripts to read while you are aggravated on the other end of the phone call.  We don’t waste your time with endless “for this department press this, for that department press that”.  We don’t have you wait on hold endlessly while reading basic notes.  We don’t transfer you to five departments before reaching the correct person.  Bad customer service is infuriating.

If we don’t have a resolution tomorrow, we will move off to another carrier, telephone support is too important for our customers.

You don’t appreciate good service until you need it.

Artur April 20, 2009