Friday, December 3, 2010

Unbeatable customer service...


This is another one of those unintended posts, but the results from a recent customer service interaction was so outstanding that I just had to share it with you.

We use ProSelect portrait studio software for "in house" presentation of client images (though the software is much more than just that) and you can read my review that was done back in January.

There are a lot of reasons to use studio presentation software in general (sales, sales, sales) and ProSelect specifically (it's the absolute best at what it does), buts that's not why we are here today.

I often us the quote "long after people forget what you did for them, they will remember how you made them feel". If you eat at the best restaurant in town but the service stinks, or have a product you love but can't get support, you won't remember how good the food was or how great the product is, what will linger is the bad taste in your mouth and you will likely share it with others.

So finally, here comes that point of this post, the phenomenal support I just got from ProSelect.

I bought a new laptop and needed to move ProSelect software from the old to the new machine and opened a support ticket asking how best to do it. I kid you not, within 45 minutes received a response with the information I needed along with related links to their knowledge base.

Now one of the things unique about their support system is the client closes the ticket when they are satisfied that the issue resolved.

Well, 48 hours after receiving their initial response I receive another email saying they noticed that my ticket was not yet closed and wanted to make sure I had all the information I needed and asked if I needed any further assistance.

Does it get any better that that? I don't think so.

Before anyone thinks "of course you get good service, you write this blog"... I promise you, there is no way that a person looking at my account info would know I write Weekly Photo Tips. The service I received is the exact same service all of the other ProSelect customers receive.

You will love what their software does for your clients and you'll love what their service does for you.

3 comments:

Miguel Palaviccini said...

It's always great to have a company that you can rely on (that's why I love Apple)

Sergio said...

Good support, but that is quite a standard one.
The problem is when they do not reach such standard.
cheers,

Stefan said...

It's a great mechanism for the company to ensure they don't close the file on an unhappy customer. Personally, I've never seen that procedure before.