Question of the Week May 16, 2008
Posted by Meg Suggs in News.Tags: customer service, Inovis Solution Center, question of the week, support staff
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Last week you told us the features and changes you’d like to see in Inovis software. This week has to do with The Inovis Solution Center and Inovis Customer Service.
Share your customer service stories—the good, the bad, and the ugly. What are your experiences, and what would you like to communicate to us based on these stories?
Image Credit: http://www.awarenessdates.com
I can pass along QUITE a few of these…. but instead, I’d rather pass along a (I hope) success story in the way some things are handled…
Used to be that you had to put in a support request to “add” a trading partner to the InovisWorks VAN. And with people being, well, human, there can and would be mistakes made.
And it was in the trying to get those mistakes or errors fixed and corrected that the Customer Support was sinking quicker than the Titanic!
I’d put in a “change” to a trading partner - with exceptionally detailed information regarding that there had been an error (Mine or Inovis’
in the TP set up and that it needed to change.
But instead of actually READING the request and researching into it, I’d get a standard reply of “all VAN changes need to be handled with a formal notification from … ” blah, blah, blah…. Then I’d have to go and restate the issue - that the TP was set up wrong to begin with and that this was NOT a VAN change.
Luckily, they started to grasp that concept… and now, because I handle all fo the TP set ups on the InovisWorks site Myself, that problem doesn’t happen and I’ve not had that particular issue since….
But there are sometimes when a CSR/tech may not properly read the description or information provided and jump to a conclusion of what I want and it is truly NOT what I want.
Phone tag sucks.
When a person at Inovis is told over and over again that you’re PST and they still insist on calling you at 7am PST and not returning your call after a callback until 7am the next morning, this gets irritating and can lead to weeklong delays or more on simple tasks.
If you can’t make callbacks during PST working hours, then PST people can’t get work done.
Network support is less than stellar, but I’ve always found the software support team exceptionally good. Very knowledgeable, very professional, they tend to know exactly what I’m asking and are always able to answer it. Their Network counterparts can learn from them. Good job, software support!