Some of the Cambridge head office staff
We started this blog and a bunch of other online communication channels like Twitter and Facebook a little over a month ago now, and ever since we’ve welcomed a tremendous increase in engagement from our customers.
They are asking us questions about promotions like March Madness, clarifying terms of service, letting us know about some of the issues they are having, and even just saying “hi.”
It’s been very cool so far. But it shouldn’t be unexpected, because prior to this, pretty much the only avenue of communication open to our customers was giving us a call on the phone.
I don’t know about you, but I’ll do pretty much anything to avoid calling up a service provider and talking on the phone, and it’s not just about the insipid hold music either, (Spanish Eyes? Seriously?).
No, it’s about something else entirely. Regardless of how well-trained or how personable the person is on the end of the line with you is, in the end the process is just simply annoying.
We try our best to give the customers the best service experience we can. We train our people relentlessly. We audit their performance on calls, we even listen in on them as often as we can to ensure they are doing what we expect them to do, and that is to give our customers the best answers and best solutions to whatever their issues are.
But sometimes things just suck.
Stubbing your toe? Sucks.
Old cats? They suck.
Rope burn? Really sucks.
A paper cut and then picking up a lemon slice? That sucks hugely.
And being on the phone with a customer service guy or girl, even when the outcome is positive, well, that generally sucks as well.
So we’ve embraced this whole social outreach to let everyone know what we’re up to, (March Madness anyone?), or how our network is doing (Right now? Just fine thanks) or about how we’re all about saving you money, either through our #moneysavingtips, or letting you know about our low-cost Unlimited High Speed Internet or our Digital Home Phone (and stay tuned for a major announcement about that next week!!).
That’s not the only reason however: It’s also because we want our customers to know all about us.
We know the more they know, the better they will feel about us and our service.
And we want potential Worldline customers to know about us as well. An informed consumer is Worldline’s best friend because once they get to know us, they will want us as their High Speed Internet or Digital home phone provider.
We know that for sure.