Tag: customer service and support

Dovetail Providing Clarify Help – Is it a Risk?

February 14, 2008 I wish I could take credit for all the ideas I communicate, but I can’t, and I have our customers to thank for many of the good ideas we get. We’re lucky that our customers take such an interest in helping us. On a recent trip, I visited a prospect in the morning and we were discussing the possibility of Dovetail taking over their Amdocs support. The senior executive was concerned about the “what if?”. Specifically, “While we may save money from moving our support to Dovetail, what if we have a “real” problem. You don’t have the Amdocs source code, so what if you can’t solve the problem. We won’t be able to go back to Amdocs.” We talked about his concern, and I tried to put his mind at ease, speaking towards our ability to find a workaround…

Practice What You Preach

February 11, 2008 Just image, a company whose business is developing CRM software for Customer Service & Support who doesn’t provide great support themselves. What a contradiction! Lucky for Dovetail and its customers, this situation doesn’t exist. Utilizing my favorite motto, “Actions Speak Louder than Words”, let me cite a recent example that demonstrates Dovetail’s commitment to world-class customer service. A customer opened a support case. We quickly solved the customer’s problem and closed the case. Later that day, the person who handled the support case was on a conference call with the customer on a non-support issue. The customer had to pause to tell a story about what had happened earlier in the day. He said, “I was very impressed when I opened a support issue, and had a response back from Dovetail just 3 minutes later. It was such a fast…

True Customer Partnership – Making a Difference

December 18, 2007 How often have you as a customer heard from your vendor that they want to be more than just your vendor? “We aren’t looking for the quick sale. We want to be your long-term partner”. Sound familiar?We at Dovetail also make that claim, but one big difference is that we back up the words with our actions. As I have said before in my blog, Actions Speak Louder than Words. So, let me tell you about a recent example. I just visited one of our key customers (I haven’t asked their permission so I won’t use their name.). Over a two day period, I met with senior management, both within IT and within the business unit, as well as the key people responsible for the Dovetail environment. I was finishing up with one of the meetings with a senior executive…

Assistance for Dovetail and Clarify Users

September 5, 2007 As I said in one of my previous blog posts, we are often accused of providing free consulting as part of our normal customer service and support (a great problem for our customers). This occurs when our customers call us with a question, through suggestions provided via our Company blog, and even through CRM forums such as the ITtoolbox Clarify User Group . And for those of you who follow me , you know that I believe that Actions Speak Louder than Words, so let me utilize two recent examples from Gary Sherman to validate my claim. The first occurred when Gary was thinking about a customer’s question regarding their desire to monitor SLAs. There was an easy way out, but that isn’t the way Gary, or our other Dovetail employees work. Our goal is to find the best…

Actions Speak Louder than Words – Customer Service

September 1, 2007 I am accused of having many mottos I live by. Sometimes, I think both my family and my employees are tired of hearing me quote these. One of my favorites is “Actions Speak Louder than Words”. Let’s relate this motto to a critical area, Customer Service. Most companies will tell you how important customer service is to them, and keeping their customers happy is paramount to them. However, often when you investigate further, you find that while they say this, their actions don’t follow their words. We at Dovetail also say that customer service is critical to our company. However, we make sure that our actions follow our words. Let me tell you about a recent example. We recently secured a new Clarify Help Desk Support customer, a State University. I won’t name them since I haven’t asked their permission,…

The Forgotten Space

June 20, 2007 We have coined the area of Customer Service and Support (CS&S), "The Forgotten Space". In my 2 years as CEO of Dovetail Software, I have spent a lot of time “observing” the marketplace and there are signs everywhere of how CS&S just doesn’t get the same attention that other areas of CRM does. Interestingly, I find that CEOs and other executives of large companies “talk” about how important the customer experience is to them. However, I am a believer in the phrase, “Actions speak louder than words”, and everywhere I look, I see little action towards truly improving the customer experience. Actually, I believe that CS&S and contact centers are seen only as cost centers to most executives, and therefore the primary goal is about reducing costs. Thus, the CS&S space, and the employees who work in this area, try…

A Message From Dovetail Software CEO Stephen Lynn

June 14, 2007 We started the Dovetail blog at the beginning of the year, and to be honest, I didn’t know what the reaction might be from the Dovetail/Clarify community, or how our employees would act in their role as company spokespeople.We had numerous discussions within the company in regards to corporate policing of employee posts and employees believing that the true value of the blog was keeping it open without company monitoring. I checked what other companies were doing, and even read Robert Scoble and Shel Israel’s book, Naked Conversations, looking for insight into what we should do. From our beginning over a decade ago, when we were known as First Choice Software, we’ve had a culture of openness in the company; therefore I decided I needed to continue that tradition with our company blog. Furthermore, since I already emphatically trusted my…

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