uma685•20d agoProlific Poster

Showerthought: a client in Austin said they'd rather pay a 20% premium for a vendor who just answers the phone.

That simple line about valuing basic reliability over price or features made me audit our own response times and question if we're overcomplicating our value proposition to chase the wrong metrics.

3 comments

3 Comments

markhall20d ago

We had the same wake up call last year. Our fancy software suite didn't matter if people couldn't get a basic answer. We set a hard rule that all customer service calls get picked up by a human within three rings, no automated menus. It cost a bit more in staffing, but our renewal rate shot up. Turns out reliability is a feature you can't really put on a sales sheet.

paige42720d ago

But what about people who hate talking on the phone? For a lot of us, a clear automated menu that gets us to the right department fast is way better than waiting for a random person who might not know the answer. Sometimes a good system is more reliable than a rushed human.

bennett.james10d ago

Yeah but as markhall said, reliability beats a fancy menu every time.