Customer Service

Talking Your User’s Language

Yesterday I got an email from my local bank about some future changes they’ll be making to their website. One of those changes will be a responsive design. The part that struck me was that a small local bank actually wrote that the new site “will be mobile responsive.” I’m sure internally they referred to the new design as responsive, and that pretty quickly everyone involved learned what a responsive design was. But – do most customers of this local bank have any idea what… Continue reading

3/14/18

Constructing Great Support Emails

I want to expand a bit on my last post about customer service as a competitive advantage. In the past I’ve written about our customer service workflow, our “self service” system, and how we’ve begun “auditing” specific functions of our site based upon our support emails, but in this post I want to focus primarily on writing great emails. In particular, emails when a customer has a problem. At this point they’re already frustrated, annoyed, and possibly angry. While it’s important to write back in… Continue reading

11/14/17

Customer Service as a Competitive Advantage

In the first season of the Masters of Scale podcast I heard Reid Hoffman tell a story about the early days at PayPal. I couldn’t figure out which episode it was from, but he told the same story to the Harvard Business Review last year: We faced this issue at PayPal. In early 2000, payment transaction volume was growing at a compounding rate of 2% to 5% per day. That kind of growth put PayPal in a deep hole as far as customer service was… Continue reading

11/7/17

Bringing Clarity to Our Guaranteed Shipping Options

In 2014 we made a big improvement to our shipping offerings by guaranteeing 3 day or less delivery to the 48 states at Ground rates. After launching USPS we learned pretty quickly that while Priority and First Class Package Service often arrive in 3 days or less, they often also don’t, and estimated delivery dates are not guaranteed by the USPS. We therefore decided to only guarantee FedEx services (and by guarantee, we mean we’ll refund the cost of shipping if the package doesn’t arrive… Continue reading

9/19/17

Angie’s List’s Deceiving Subject Lines Aren’t Worth It

As a homeowner, I find Angie’s List to be a valuable resource when I’m looking for a contractor and don’t have a solid referral. It was well worth paying for when it was a paid service, and it’s certainly worth signing up for now that it’s free. However, when I think of Angie’s List the first thing I think of isn’t the quality of the service or even Angie herself (who I very much enjoyed learning about on the How I Built This podcast). Nope,… Continue reading

9/12/17

Our New Customer “Self Service” System Is a Game Changer

The massive project that I referred to a few weeks ago is what we’re referring to internally as “customer self service” because it allows customers to instantly resolve a variety of issues without needing to contact our customer support team. It’s been live now for a few weeks and we can already see the huge impact that it’s going to have on our business. What It Does There aren’t very many online retailers with functionality like this, and I’m sure one of the reasons why… Continue reading

12/8/16

“Somehow a couple guys from New York are able to out preform Amazon”

Today we received one of my all-time favorite testimonials from a customer: Detailed image is the best place to get your products from. Don’t waste your time dealing with the other guys or amazon. I’ve been there and done that and somehow a couple guys from New York are able to out preform amazon on shipping speed and customer service. I run a shop and two mobile detail units and I’ve decided to only buy from DI. They ship fast, answer any emails right away… Continue reading

1/4/16

Thanking Our Customers For a Record Memorial Day Weekend

On Monday we shipped out a record number of orders. It was actually by a pretty big margin over our previous high. We ran a big 20% off Memorial Day sale, and with the extra day off for the holiday orders were really backed up on Tuesday morning. We all got in at 7 AM and everyone hustled for the entire day to ensure that every single order got out. The warehouse was overflowing with boxes. Due to the hecticness I didn’t get a chance… Continue reading

5/29/15

Maximizing The Impact Of Customer Testimonials

Customer testimonials are hard to get. Just think about how good of an experience you need to have to reach out to a company via email or social media to thank them. I might do it a few times per year, only a miniscule fraction of all of my transactions. At Detailed Image we’ve been lucky enough to have hundreds of customers leave us testimonials about their positive experiences. We don’t solicit these testimonials, aside from a line at the top of our Customer Testimonials… Continue reading

5/7/15

The Little Things That Win Customers

Somewhat surprisingly, today we shipped out a record number of orders as a part of our Spring Sale, beating even Cyber Monday 2012. I took a shot of the package pile towards the end of the day: As our FedEx pickup arrived we were literally sprinting around the warehouse trying to pack the last few orders. The interesting thing is that we didn’t have to do that. On our busiest day ever, we had already packed up every order that came in after 12:15 PM,… Continue reading

3/18/13