Minute Thoughts » Customer Service

Gmail, Blocked Boxes, and Customer Support

by Drew on October 5th, 2008 in Customer Service

I am not usually one to write a post that is just a link to another post. However, in this case, I think it is absolutely necessary for everyone to read. Not to mention the recent “hacking” of VP-hopeful Palin’s email, others have been victims of lockouts and boilerplate “We’re so sorry…” messages.

So today I was reading the NY Times and I came across this very interesting article about Gmail and its username/password issues that seem to be becoming more prevalent. Take a second and read it over. I think it is definitely food for thought!

Full article here.

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Verizon EVDOn’t Technology

by Drew on July 15th, 2008 in Customer Service, Computer Help

EVDO
EVDO is one of those technologies that finds its way into our lives and causes us to not be able to imagine life without it. Currently offered primarily by Verizon and Sprint, EVDO (Evolution Data Only/Evolution Data Optimized) is a technological gift that essentially allows you to be your own hot spot providing fast wireless broadband (3G) internet service directly to your laptop. In other words, you can take the internet with you and surf the web in your car, on the train, in the airport, at a convention, on the beach, etc.

One of the more popular forms of EVDO is found in the Verizon USB720 EV-DO USB wireless modem adapter. It is a nice little device and has received great reviews in the past year or so. I personally use one and have had great connections in places as remote as Death Valley, California as international as Paris, France and as mundane as Terminal B22 in Atlanta’s Hartsfielf Jackson Airport. In face, my folks who live in rural middle Georgia use their 720 for complete Internet access as an alternative to dial-up, sattelite, or no ‘net at all. They too have had great success….until recently.

This past Monday both my folks and I woke up to no ‘net connection. I was on the Carolina coast and she was at home in Georgia. We were receiving an error code: 913 generated by Verizon and their VZAccess Manager software. You can imagine at least my dissapointment. I quickly called Verizon for help in troubleshooting. Unfortunately, “Debra” was no help. She walked me through a reboot, a reinstall, another reboot…she even tried to have me download the latest update (had she forgotten my initial problem? I COULDN’T get on the web at all.). After about 45 minutes of tech support she told me my computer had a problem and I should take it to a technician. Only that would fix the issue. I simply was not satisfied. I went up to the public library and began searching forums and such to find this mysterious error code that perplexed even “Debra”.

My point in this post though is not to criticize Verizon and their tech support team. It is rather to point out that because “Debra” didn’t recognize the error code she immediately launched into the Tech Support Trifecta: reboot, reinstall, replace. Has this, in fact, become the only cost effective way of providing such support? I simply could not accept that my computer needed to be fixed and/or replaced. All of my hardware diagnostics were returning without error.

About an hour later I called Verizon back with a larger sense of urgency and much more verbal aggression. I felt as if the customer service had given up on me and was ready to just mask the problem and have me replace my computer. After asking to speak to someone a little higher up I finally found out that Verizon had indeed been experiencing some connection problems in the Southeast but was unable to release that information to the public as it was being fixed immediately. My question is this though…why didn’t they at least tell their techs there was some issues with the region and ‘net connectivity? How can quality customer support and Tech support be offered when the Technician is completely uninformed. I felt so bad for “Debra”. She was clueless and was operating on an issue that she simply had not been informed of.

This experience was eye opening for me. I realize now that communication between all tiers of Tech Support is essential and that at MinuteFix we are right on with humbling ourselves to actually solve some problems for our customers.

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Top 5 Ways to Get Solid Tech Support

by Drew on May 9th, 2008 in Customer Service, Computer Help, Five For Friday

Tech Help Questions We have all heard the adage “Do unto others….”. We go into a fast food restaurant and we want to assure our food is both good and fast. So we naturally turn the charm up a bit more or we conduct ourselves as professionally as possible. Not too much is different when seeking computer tech support from a live technician. A good technician is already aware that if you are bringing the issue to get help on it, there is a problem. It is his job to fix it. However, it always help to deal with a courteous and patient customer and perhaps these five tips will help us all become that courteous and patient person in crisis.

Define the Problem
The first step for anybody seeking help is to define the problem. Perhaps though the biggest stumbling block a customer can put in front of a PC technician is to abdicate any responsibility for participating in the troubleshooting process, claiming that they lack the necessary expertise or it simply saying “isn’t that your job,” rather than defining the problem at hand. Simply put, would you go to the doctor and say “I’m in pain,” and then refuse to respond when the doctor asks, “Where does it hurt?” By defining the problem at the beginning of a help session you can point the Technician in the right direction and thereby save time and resources for both parties.

Eliminate the Obvious
With MinuteFix, specifically, we are more likely to solve a problem through remote desktop assistance than by simple chat or telephone. Therefore, it is incredibly advantageous if log into MinuteFix on the computer you are having issue with. If you can’t get on the internet with that computer but can on another, then the situation will be accommodated. However, the success rate is lessened when a help session for one computer is carried out on another.
If you approach a help session having already gone through the obvious fixes you are steps ahead to a certain fix. We have all sat and listened with frustration as a tech support person asks us if we have rebooted, restarted, refreshed, etc. If you have already gone through a litany of those ‘quick fixes’, be sure to let the technician know immediately. Perhaps you could start the session out by identifying your problem and what you have already done? For instance, you could say, “My computer continues to give me an error message on my desktop. I have no programs running. I have rebooted the computer but still get the same window. I have all my antivirus programs turned off and there are no external devices attached to my computer.” You may not know all of those things but it will help to state what you do know.

Courtesy Never Hurts, And Sometimes Helps
It is important to remember that each live Technician is just that - live. He or she has feelings and can easily be swayed by discourtesy. Therefore, try and ask your question with courtesy. Use “Please” and “Thanks for your attention” and you will be amazed at how far the tech is willing to go for you.

Follow The Leader
As human beings we all tend to get excited and even get ahead of ourselves. In a PC help session you can’t do that. It is best to do only as the technician tells you. Remember, you contacted him because he is the professional. If you knew how to solve the problem all along it would already be solved and you wouldn’t be in a session with tech support. This kind of falls in line with not always questioning the tech. Granted you are generally paying for tech support. However, it severely slows down the help session and confuses the technician when a customer chooses to ask “Are you sure?” or “Have you done this before?” after each instruction given by the tech.

Don’t Go Far From Home
Because a majority of the tech support issues are handled by remote desktop assistance is fairly advantageous for the session to take place on the computer “in question”. If you can log on to the Internet from the computer you are having issues on you are much more likely to get a correct fix and in a shorter amount of time. It is tempting to want to be away from the troubled machine and just log in on one you know works (perhaps at work or a friends house) but the issue will be much harder for you to possibly remember and for the tech to accurately diagnose and fix. Now, if you can’t log on to the Internet with that computer then, of course, you should seek a different computer. However, trying to stay with the bugger machine is probably the best option for a reliable course of action.

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Good To Great

by Diego on April 20th, 2008 in Customer Service

A few months ago I published the MinuteFix Manifesto. By writing a manifesto we have declared our principles and intentions. We take a revolutionary stance and define who we are, and where we are going. We do what we do because we are fueled by passion. Never before has there been a better time to change the world through technology: costs of operation are astonishingly low — a dollar goes much further than it ever did before, communities are thriving and participation is high, and consumers are more sophisticated than ever. We are changing the tech support market, not only because there is a need but because through MinuteFix we can make people’s lives easier. We believe in the power of technology, and have found a way to increase adoption and reduce the friction in its use. Since our launch, we have built a fervent community of Technicians who share our vision, and have gone great lengths to solve our customer’s technology problems. Revisiting our Manifesto after opening our doors to the public, our vision remains intact.

In addition to our Manifesto, we also drive our dream behind three key definitions:

Our Vision (the long term goal)
To be the leading tech support offering by customer service standards.

Our Mission (what we do on a daily basis)
To build the friendliest, most passionate community of support technicians. Deliver top-notch, friendly technology solutions to our users.

Our Business Promise (what we deliver and how we deliver it to our customers)
We promise to hire the best customer service talent, attract the most dedicated support technicians and deliver great technology solutions, with a dedicated passion for talking to our users, like friends.

If we continue on this course, we will be a great company.

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Tech Support and MinuteFix

by Jennifer on April 4th, 2008 in Customer Service, Computer Help

MinuteFix is well on its way to providing the very best in computer help and support. In the past few months, through our free beta, our dedicated and top-notch Community of Technicians has helped many users with everything from computer virus problems to PC repair, and more. A vast majority of our time has been spent helping customers with Windows problems, although a lot are using the service for assistance with iTunes, as well as advice on purchasing hardware or peripherals. We’re also finding that a lot of people have issues with Windows Vista. We have also added phone support, for those times when it’s not possible to remote into a system, or the customer is having trouble booting their system, or having other hardware or connection problems.

With the vast knowledge our Technicians bring with them, it has been difficult to find a Windows problem that hasn’t been solved yet. We’re always expanding our knowledge, and new Techs are joining our Community every day. With a group like this, there is no doubt we’re going to revolutionize the tech support industry with our expertise, terrific management, and fantastic Technicians!

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Great Expectations

by Drew on April 4th, 2008 in Customer Service

Take nothing on its looks; take everything on evidence. There’s no better rule.

Perhaps there is no better way to express what the MinuteFix team is committed to bringing to the vast and well-stocked table of customer service and tech support than the above quote by Charles Dickens in Great Expectations. When you visit www.minutefix.com you will find an aesthetically pleasing, vibrant toned, easily navigable and polished site that looks secure in its position as a new Web 2.0 company. But it is what lies beneath the surface that truly defines MinuteFix. You see, this team of technicians is poised to revolutionize customer service as well as tech support by offering more than muzak on telephone holding systems, empty apologies and money-back guarantees. When you contact MinuteFix for tech support you will be met with:

A prompt response time. The answer will not be a holding tone either. It will be a response with a live technician that will help you fix your computer issue either through a chat session, a remote desktop session or phone support.
A courteous and very real human being. We encourage you to talk to our techs as you would anyone. Do you want to know where they are from? Feel free to ask. You will find we have technicians from almost all fifty continental states as well as a host of countries abroad. Do you want to know how long they have been in tech support? Fire away and find out that many of our technicians have built a career around tech support. Some even remember large, data entry systems where troubleshooting meant taking the whole computer apart.
No hidden fees. We charge .99 cents/minute for live support. You will never be charged more and if the session is not successful then it is free.
Honesty. We believe in honesty and if we can’t solve the issue or we can’t provide a recommended fix, we will say so. But we will also work overtime to try and find an answer and even contact you back with that answer.

So welcome to MinuteFix. We roll our carpets out to you. We invite you to link up with a technician and find out just how dedicated we are to you and your computer.

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Real Techs Have a Real Sense of Humor

by Jennifer on March 25th, 2008 in Customer Service

A few days ago I was talking with my dear friend Thomas, who tried out the service for the first time. Thomas is an extremely intelligent man, and has terrific computer knowledge. I asked him what he thought of MinuteFix. His Tech was Joda, and he was extremely pleased with the service, technical know-how, and the professionalism Joda exhibited. I asked Thomas what he liked the best about it. His answer surprised me. It turns out that the best thing that he liked was that Joda had a sense of humor! He felt that that was very important. It got me to thinking what a terrific Community of Techs we have, from all walks of life, different areas of world, and each having different areas of knowledge. We’re human, and can give that personal human touch not found too often in tech support. The best part of it is…even though most of us haven’t met face to face…is that we’re an extremely tight group. We are always there to help each other, even with personal problems with our computers, or just to lend a sympathetic ear. To me that is what a “community” does…we’re “friends”, as well as “family”, and I consider myself extremely fortunate to have these terrific people be an important part of my life!

By the way… did you hear the one about the customer who called Tech Support and……… ?

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T-Minus 1 and Counting!

by Jennifer on March 16th, 2008 in Customer Service

I’m excited. For me, that is saying a lot. In fact, I can’t remember the last time I was this excited. In two days we are launching the full service, payment and all . The birth of something new and different is always thrilling. I’ve been working with these wonderful guys from MinuteFix for about six weeks. It has been a very interesting and exciting road to travel to get to this place. I can’t wait to see where it goes from here. Please share what you think of the service, good and bad?

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Giving Moms A Little Helping Hand

by Jennifer on March 7th, 2008 in Customer Service

The word “Mom” is such a big broad term. A mom is a housekeeper, cook, computer operator, laundry machine operator, janitor, facilities manager, van driver, CEO and psychologist, according to Salary.com. With a job description like that it’s so important that the things a mother needs to get done must be done quickly, efficiently, and correctly. I’m a Mom too. I know about the demands for my time.

These days our parents chat with the grandkids in real time over the computer, we can email our kids teachers, get homework help, and find info on just about anything on the web. Some of us even have a network of computer friends, our “support system” that allows us to give and take suggestions, or even a kind word when needed. Our computers have has become a lifeline… how did we ever survive without it?

When technology works, it’s a wonderful thing. When it fails, our world comes to a screeching halt. How many times have you had a problem or a question and had no where to turn to get help with it?

The choices are limited. We could ask the 15 year old son of our neighbor, or we could bring it to our neighborhood computer shop, but they would ask you to leave it there, and our lives are on our computers! We could even call tech support (if your computer is eligible for it). Sometimes you just want to know how to do something, or get advice on new hardware or new technology, or ask a quick question. It’s hard to get an unbiased opinion or answer.

Because we understand all these kinds of problems, we created MinuteFix, a new type of computer Tech Support. Powered by a community of experts, it offers moms a new choice for getting help or advice with our computers. MinuteFix has 24/7 computer help available with a live technician via chat. These Techs are screened and tested, and many are certified by Microsoft, and the Help Desk Institute. One of the best things about MinuteFix is that if they can’t fix the problem, you don’t pay! How many guarantees do you find like that?

Another great thing is that until March 15, the service is totally free! You can call with any problems or questions you have, and no matter how big or small, it’s free! What better way to try out the service? I’m convinced that once you do, you’ll be hooked. After the free trial, the price is still a very affordable $0.99 a minute! You can get more information at MinuteFix. Take a look! I think mothers, like I, will be impressed.

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Some Thoughts on Customer Service

by Jennifer on March 3rd, 2008 in Customer Service

I was very fortunate growing up. My family all had businesses of their own. My father and grandfather were both general contractors, My other grandfather was a pharmacist who had his own drug store. My mother owned two different clothing shops, as well as a motel. My step-father is a CPA. I grew up in family owned businesses. This could be a hindrance, as sometimes my mother would find out about trouble we got in before we even got home, because a customer would see us, and call my grandmother, who would call my mother; you know the rest of the story…

Anyway, the reason I say I was “fortunate” is because I learned very valuable skills for dealing with people. It didn’t matter if they were customers or not. I grew up in a predominately Italian neighbor-hood, where family and friends and neighbors were very important. We were always taught to respect everyone! It didn’t matter if they were the President of the Chamber of Commerce, or the lawn person for the family down the street. We never knew who was a customer, or who was a future customer, or the mother of a customer, etc.

This carried over into my own business ethics when I eventually went to work for others. Some of these included outsourcing for NEC, HP, along with Sprint Telephone and Ford Motor Company. Working in Tech Support for many years, it was essential to treat the customer with respect, with empathy, “The Customer Is Always Right” was the golden rule we lived by.

Today, true Customer Service has gone out the window. Customers call Tech Support upset, frustrated, they might not know much about computers, but they know when they call…they’re in for a rough time. This has become the norm rather than the exception for Technical Support, as well as any other Customer Service type of call. We as “Tech Support” feel that most people are going to be rude, nasty, short and we expect it. It’s a vicious cycle.. see where I’m going with this?

When customers call Tech Support, they want to be treated with respect, sympathy, empathy (yes, they are two different things). When we get those calls, we want them to be nice, sweet, happy to be calling us! Ok, this isn’t usually the case, but we at MinuteFix are aiming to change that!

I don’t mean to offend anyone with this, so I’ll say it as delicately as possible. It has been my experience, as well as the observations of others I’ve talked to, that “older” people tend to have better Customer Service skills. (When I say “older” I’m generally referring to people over the age of 45 or so). The younger ones, while they have the computer skills, and are fantastic people, often lack the customer service skills.. the “People Skills”, if you will. This isn’t a total loss, as it can be taught. But there are some things that are ingrained in our brains, part of our personality, and that makes it easier.

This is not always the case, I would like to make that very clear. But it does happen frequently.

My very dear friend Patricia is a good example of this. She is older than I am, and is a Customer Service Representative. She has a heart of gold, and wants to help everyone. She is fantastic with customers, can empathize with them, and truly wants to help them to “make it right”. She was raised very similar to how I was, and we often talk about Customer Service and People Skills. Her computer skills aren’t fantastic, but she gives it her all and then some! Her customers love her! The problem? Her supervisor is always on her about “numbers, talk time, average handle time”, etc. Her supervisor actually told her a few days back, “The customers are NOT your friends!” How sad is that?? That is an excellent example of what I am talking about!

The Customer is the one who pays our bills. The Customer is the one who will tell others about our service, both the good and bad. The Customer is what will make or break us. The Customer better be our friend!

We have a wonderful opportunity with MinuteFix! MinuteFix wants to revolutionize the Technical Support industry. We want to change people’s idea of Customer Service, and show the rest of the industry how it’s done. We treat every customer like they’re they most important person in our world at the moment, because they are! Without our Customers, we’re nothing. If they call once and don’t come back, that won’t work. We’re nothing without our Customers, and there would be no MinuteFix!

At MinuteFix the Customer is #1, and we’re aiming to revolutionize the Customer Service Industry and make it a pleasant experience! We’re going to show everyone else how it is done! Just watch us do it…!

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