Tag: Dovetail Software

June 2, 2009 I recently took my car in to the dealership for a warranty issue. The service rep greeted me when I arrived, made sure I had a loaner car, and my car repair was completed when promised. So a successful visit, right? Wrong. As I was driving home, the same problem developed. I called the service rep, he apologized, and arranged for me to return at a later date.  But then it got interesting. Two days later I got an email from the dealership. Take a look:   Dear Stephen, First of all, thank you for bringing your vehicle in for service at xxx. As a preferred xxx customer, our goal is to provide you with outstanding customer treatment that extends beyond the purchase of your vehicle.  If for some reason you were not completely satisfied with your service experience, please…

February 18, 2009 We pride ourselves on our customer service. We walk the talk. Towards that end, and taking our customer service to another level, we are offering two additional services to our Dovetail support package. First, in an effort to bring a tighter link between our customers and Dovetail support personnel, and to ensure customers always have a point person they can turn to with any of their support needs, Dovetail is assigning a Service Account Manager (SAM) to each of our customers.  The company will continue to provide its top quality support and allow customers to contact Dovetail for support via whatever means is most convenient for our customer, but the company wants to make sure if there are any questions, our customers have a person to turn to. Second, as part of our annual support, Dovetail will provide a three day…

October 15, 2008 There is an ongoing debate within the Support & Service industry as to why more CS&S issues aren't handled by means other than live agents. There are those who say that vendors haven't created the right solutions for customers to implement. There are others who claim that customers like to talk to live people, not machines. When I say machines, I am also including people utilizing technology, including self service, live chat, and emails, to name a few. Basically, anything but a live person. If you take the first position, you would believe there are opportunities for companies who solve the technology problem and provide better self service solutions. On the other hand, if you believe that people like to talk to humans, then the task ahead is to give the agents all the tools possible to improve the customer…

October 2, 2008 Scott Hornstein, co-author of the book Opt-In Marketing, recently penned A Novel Concept: What Do Customers Think of Customer Service? for Sales and Marketing Management and his column does indeed raise a somewhat novel concept. That is, he conducted a Q&A with the most important people in business, the customers to find out what they really think.Writes Mr. Hornstein, "We discuss CRM and customer service issues from a lofty position. We speak of strategies and processes and successes—the articles and case histories I find are largely congratulatory."What I don't find are articles and case studies reflecting what customers think. Are they equally as delighted? To find out, I thought I'd ask some customers how they feel about some of the basic issues." Among his survey respondents, Mr Hornstein finds the "report card is bad."As longtime proponents of customer service and…