What Customer Support Really Means to Us

It’s 4:00 AM, Sunday, October 17th 2021

It’s been a really long day!

I am a little under the weather coughing left-right and center.

And because it’s a Sunday, I am the only one occupying the desolate support desk

At 4:10 I get a WhatsApp message from Omar!
It was a +212 ISD code, so… It’s Omar from Morocco!

He had just completed a purchase on the website 4 minutes ago.

He was facing some issues…

He had two different subscriptions with us.

But only one number was activated!

After about 20 minutes of chatting and WhatsApp calls, I was able to figure out why this issue was happening.

He had switched the numbers using our migration system, the numbers got mixed up, and now only one number was active.

To be completely honest I was a little agitated that I had to spend so much time at a desolate hour solving a silly issue.

Where as if I’d just missed this call then I’d be comfortably snoring right now!

After 40 minutes of back-and-forth the issue was finally resolved and both his numbers were activated just like he wanted!

Support Team

And all my agitation and vanished with just one sentence that he said during the call

As we were talking over the phone I coughed up a couple of times –
He was really nice and apologized for bothering me when I was so sick!

Yes, me or anyone at the desk no matter the hour if they are available and have taken the call.
And would have resolved the issue no matter how much time or effort it took!

No matter what situation we are in because that’s the standard we set for ourselves!

But when the customers go the extra mile to appreciate our effort it really melts our heart in just a few moments!

Now you have to decide…

When choosing a vendor would you rather go with A company like this or just someone who Gives it a couple of bucks cheaper?

If cheaper is the only thing that matters to you than even I suggest you go with one of the competitors…

Because it’s only when we make money and then we can go the extra mile to provide premium service even when it means losing that extra money from our own pocket if need be.