"No doesn't mean never"
Three weeks ago I called a construction company within 24 hours of them downloading our app. When the owner picked up, he instantly said, "we've confidently chosen another company".
Yesterday morning, I called him back to ensure his experience was going well, and ensure they're happy with the decision they made. He proceeded to tell me he was on the phone with customer support team for 35 minutes trying to solve a seemingly simple issue just to start using the app.
He thanked me for following up, and said he will be confidently switching over to our app due to the consistency of our teams communication and support.
Key Takeaway:
Downloads are great, but if you're not there for your clients, they won't be there for you as customers long-term.
#customerservice #customerexpereince
#onboardingexperience
