Quote:
Originally Posted by raymor
I've always been impressed Amerinoc's customer service. They reply to emails within 5-10 minutes most of the time.
Who else does a great job?
I'd like to know who provides great support so we can then find out what tools and procedures they use to be so good.
For example, we just had case where we replied to an email, the customer's server accepted our email, but they didn't see it. It sounds like we need a ticket system which will alert us if we've been waiting several days for a reply so we can call the webmaster to see if they got our email. So, I'd like to find out who has great customer service, then we can ask them how they do it.
I know Amerinoc said they used Cerberus before switching to Kayako Who else has great support, so we can see what they use?
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Check out MojoHost, NatNet or any high volume host that's known for great support.
The way we do it at Elevated X is via a ticketing system. We actually return any emails sent directly to the system with an auto-responder so customers must use the ticket system for support. This leaves zero room for error and eliminates the problem of emails falling into the "internet abyss" like you've described.
Call me if you want more info or suggestions on a support system.
AJ