Have you ever called a company’s customer support line, only to have the worst experience ever? Maybe you were on hold for 10 minutes, then redirected to seven different people. On top of that, the representative who finally “helped” you was just plain rude.
“Every time I have to call a company, I’m severely dissatisfied about having to wait, being put on hold or just getting bad service. Email is even worse,” SpareFoot Client Relations expert Barry Finder said. “My goal, when building the SpareFoot support experience, is for our clients to never encounter those things.”
New Hours Starting in August
Don’t have time to call (855-427-8193) or email (firstname.lastname@example.org) us during the regular work week? Starting in August, we’ll be open on Saturdays, too!
Monday-Thursday: 8 a.m.-7 p.m. CDT
Friday: 8 a.m.-6 p.m. CDT
Saturday: Noon-5 p.m. CDT
We monitor emails outside these hours and will reply as soon as possible to any urgent questions or concerns. We’ll always be here for you–we promise!
We Want to Help You!
“I’ve never hired a representative who has done inbound support before,” Barry said. “That’s so I can train them from the ground up to give our clients what they deserve: an experience that doesn’t suck. During training, I always say, ‘Remember the last time you called your bank? Don’t be like that.’”
Our representatives are fully cross-trained in the entire client lifecycle. The same people onboard and implement new facilities and answer your support questions. The idea here is that everyone you speak with is a total SpareFoot expert–they understand our product inside and out.
Plus, we’ve carefully reallocated our resources so that there are more representatives available to answer calls and handle unpredictable call volumes. This has reduced our hold time for almost every call to less than a minute.
We have high standards for how we treat our clients. Support shouldn’t be difficult; when you need help or have a concern, we want you to call or email right away.
We Actually Value Your Opinion
We also love hearing your feedback and suggestions about our product. Every time you request a new product feature, our Client Relations team logs it in our system and adds it to the product queue. Your ideas matter.
We’re working on a forum that allows clients to post these feature requests and also discuss them with other SpareFoot users. This online portal is another step in our development of a top-notch client experience.
Everything we do is geared toward making SpareFoot wonderful for the one person who matters–you! Have anything else you’d like to see from us? Please post your suggestions in the comments section!