At Help.com, we believe in the transformative power of great customer service. Every two weeks we like to step back and acknowledge some of the great companies and people our team comes across in their personal and professional lives.
With that said, let’s review some of the great customer service experiences we've had in the last two weeks.
Some Help.com-ers use Instacart and it adds hours back into weekends. Not only does Instacart provide a valuable service, but they ensure that what people order( from thinly sliced cheese to a certain type of bread) is delivered exactly as they want it. This emphasis on quality of service, as well as how much easier it makes the lives of its users merits acknowledgement. Thanks Instacart for adding hours to our weekends and for providing such great customer service in the process!
The account managers at eShares are incredibly responsive, answer emails during off hours, and do things to make our experience better without us asking (or knowing about them). On a Friday night, our CEO needed assistance and eShares live chat was still operating, so he quickly and easily got the help he needed. Earlier this week, the founder emailed our CEO to ensure everything was going well.
A restaurant viewed as a shoe in to receive three Michelin stars in the near future could be expected to be somewhat distracted by the impending fame. Recently a Help.com employee had the opportunity to eat there and was impressed by the level of service. Our Help.com-er was struck by how well Sushi Nakazawa achieved a balance between impeccable professional service, and still being able to connect with diners and create an enjoyable, fun dining experience that wasn’t at all stuffy.
Known for “luv-ing” their customers, Southwest has been a fixture in the life of one of our Help.com-ers for nearly a decade. This past weekend a Help.com-er was on a flight with Southwest that was stuck on the tarmac upon landing for about half an hour. The seat belt signs had been on during the whole flight due to turbulence so there were some people badly in need of a bathroom break. The Southwest staff empathized with this need and rather than insisting that people stay seated, escorted people to and from the bathrooms because they knew they were empowered to serve the customer.
A quick note on format: we are switching to a monthly schedule where we’ll put out an awards post covering the best customer service experiences of the month at the beginning of the following month.
Have a customer service story to share? Tell us about it in the comments or @helpdotcom.