That's the question Tom Smith, Information Week's online Editor in Chief poses to his readers in his blog this week - check it out here. There are a lot of horror stories Tom brings up, as well as his readers. Service in the IT field would seem to be in a somewhat sorry state. And Tom wants to know readers' thoughts, including companies that stand out.
Technical support and customer service is one area (besides product quality and capability of course) where Raxco Software does try to differentiate itself - and for the most part, I believe we truly do. Are there people out there (perhaps reading this) who have had a bad experience with us and think we're no good? Yes, I'm sure. But I feel confident saying that there are far more that feel otherwise - you can see some here. Not a day goes by that we do not receive multiple emails - unsolicited - that tell us our service is superior.
I'm not writing about this as an advertisement. It's to tell you that we do truly value superior technical support and service, and it is at the center of everything we try to do here. And to tell you that if you do not receive support and service that is not exemplary, we want to know about it. Because we will try to correct it. Does that make us perfect? No, by no means. But it does mean we will do whatever we can to try to help our customers now and in the future through ongoing improvements to our infrastructure, processes, systems and people.
Outside of the IT world and my job here at Raxco, I run into all kinds of service problems that I find incredible are not an embarrassment to companies. It's a constant reminder to do everything we can to make sure Raxco does not follow that path.
I hope we are meeting your expectations.
I admit yours is the first company that has recognized me as a techie and had me help with debugging an issue I was having for the benefit of both of us.
I was definately impressed. It's rare anyone trusts endusers with anything like that.
Posted by: Seawolf | June 12, 2007 at 07:27 AM