Billing companies, customer service, expectations? - GoFuckYourself.com

jact · 10-05-2009, 08:02 AM

Over the last several years, I've had more then my fair share of experience with many, many, many billing companies. All of them make big promises, all of them will haggle with you for better rates but at the end of the day what it really comes down to is the ability for the processor to process your transactions, and if you allow them to service your customers on your behalf, they also need to be able to provide top quality customer service.

I'm not picking any companies out with this post, because frankly, I've seen deplorable service from every single company in the adult space in one way or another. Yes, sadly even the huge 3rd parties.

In days where our revenues dwindle all around us on every front, don't you think that the front line of the experience, the customer service experience should be first and foremost the most important point of consideration for customer retention aside from of course the product you offer and the availability and freshness of said product?

I routinely call in to the billing companies that HomegrownVideo works with to ensure that my customer is going to get the best possible experience. I run through typical scenarios that a customer might get tripped up on and see how they do. Any issues I find I go over with the heads of their customer service department, and most times they will gladly work with me to improve any issues.

Are you taking the time to care enough about your front line customer service to investigate the process?

How many other avenues of your business could use some attention? Stop worrying about those FHG's for affiliates and pay attention to what matters. The customer.

fatfoo · 10-05-2009, 08:28 AM

In the days where revenues dwindle around, good customer service can help you keep your customers. Agreed that good customer service needs to be done. I've seen to many companies that call their customers a bunch of fags and retards. And then those companies lose their customers. And I have stopped working with a lot of companies that don't treat their customers well, or call me a fag or a retard.

10-05-2009, 08:02 AM	#1
jact Confirmed User Join Date: Sep 2002 Location: Oakville, Canada Posts: 9,134	Billing companies, customer service, expectations? Over the last several years, I've had more then my fair share of experience with many, many, many billing companies. All of them make big promises, all of them will haggle with you for better rates but at the end of the day what it really comes down to is the ability for the processor to process your transactions, and if you allow them to service your customers on your behalf, they also need to be able to provide top quality customer service. I'm not picking any companies out with this post, because frankly, I've seen deplorable service from every single company in the adult space in one way or another. Yes, sadly even the huge 3rd parties. In days where our revenues dwindle all around us on every front, don't you think that the front line of the experience, the customer service experience should be first and foremost the most important point of consideration for customer retention aside from of course the product you offer and the availability and freshness of said product? I routinely call in to the billing companies that HomegrownVideo works with to ensure that my customer is going to get the best possible experience. I run through typical scenarios that a customer might get tripped up on and see how they do. Any issues I find I go over with the heads of their customer service department, and most times they will gladly work with me to improve any issues. Are you taking the time to care enough about your front line customer service to investigate the process? How many other avenues of your business could use some attention? Stop worrying about those FHG's for affiliates and pay attention to what matters. The customer. __________________ Free agent

10-05-2009, 08:28 AM	#2
fatfoo ICQ:649699063 Industry Role: Join Date: Mar 2003 Posts: 27,763	In the days where revenues dwindle around, good customer service can help you keep your customers. Agreed that good customer service needs to be done. I've seen to many companies that call their customers a bunch of fags and retards. And then those companies lose their customers. And I have stopped working with a lot of companies that don't treat their customers well, or call me a fag or a retard. __________________ Send me an email: [email protected]