From a company who plays Jimi Hendrix and Lynyrd Skynyrd on their music on hold, the concept of email finally took hold recently when BHD staff replaced contacting customers via telephone for 21st century email technology. The comments from clients are all good. “For years, we’ve contacted each customer to ensure that all was well with their technology,” states BHD VP Rob McGormley. “Typically, we’d catch them in the middle of a sale and their response to our call would usually include an expletive as they hung up on us.” After a decade of abuse, BHD staff decided that perhaps email was a better conduit to keeping in touch with its customer base.
The emails include links to surveys, comment fields and the ongoing development of technology.
“The comments we’ve received from customers are not necessarily “good” or “bad” says McGormley. “Clients are offering advice which we immediately implement into our customer service. A high-priced consultant couldn't provide the insight that our customers provide to BHD."