The Downside of Phone Support, part 236
I had, today, the increasingly rare pleasure of competent, helpful phone support at Media Temple - on a work-related, not personal, matter. The call was brief, the insight extremely helpful, and the solution both elegant and immediate.
And there was no one to tell.
Certainly, I took advantage of the opportunity to tell Scott/Jeff/Doug (it’s hard to recall) that I appreciated his help, but doing so is ultimately far less-satisfying than telling the world. This, though, is exceedingly difficult to do over the phone.
Doubtless, there are plenty of places I can go to complain about a bad experience with MT. While I can certainly chime in on boards of this nature with contrarian sunshine, I probably will not, for fear of angry missives.
To the long list of reasons why phone support creates (opportunity) costs, add this: Those consumers who have had good experiences have no place to share them, immediately and in context. To those who provide online support (as, to their credit, Media Temple does), it’s well-worth considering making available opportunities for customers who have received service (good or bad) to share their experiences. You might just find that we have good things to say.
Andrew Won on October 23rd, 2008
Thank you very much for the kind words. We certainly have our fair share of the opposite so it is definitely refreshing when customers like yourself take the time to write about good experiences. They definitely do not go unnoticed.
Once again, thank you!
Andrew Won
(mt) Media Temple, Inc.
VP Customer Service