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Author Topic: companies fail to respond to web inquiries?  (Read 1012 times)

W4OP

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Re: companies fail to respond to web inquiries?
« Reply #30 on: May 11, 2021, 04:03:43 PM »

My company occasionally has  a client call and say they filled out the inquiry form and they never received a reply. I check with our IT guy and the form never arrived. There is a "I am not a robot" box and  we can never be certain the client checked it. But in one case they definitely did.  It remains a mystery with us. We always try to answer emails within 15 minutes of arrival- and this concerns me even though it appears to be a rare occurrence. Phone calls are always appreciated.

Dale W4OP
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W9IQ

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Re: companies fail to respond to web inquiries?
« Reply #31 on: May 11, 2021, 04:08:17 PM »

My company occasionally has  a client call and say they filled out the inquiry form and they never received a reply. I check with our IT guy and the form never arrived. There is a "I am not a robot" box and  we can never be certain the client checked it. But in one case they definitely did.  It remains a mystery with us. We always try to answer emails within 15 minutes of arrival- and this concerns me even though it appears to be a rare occurrence. Phone calls are always appreciated.

Dale W4OP

Dale,

I absolutely agree with your overall sentiment. You may wish to suggest to your IT department that they should log successful and failed attempts of filing an inquiry form along with sufficient diagnostic data. These logs should be reviewed by the sales/marketing manager. It tends to eliminate the "he said - she said" noise. More importantly, it will result in greater customer satisfaction over time.

- Glenn W9IQ
« Last Edit: May 11, 2021, 04:12:11 PM by W9IQ »
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- Glenn W9IQ

God runs electromagnetics on Monday, Wednesday and Friday by the wave theory and the devil runs it on Tuesday, Thursday and Saturday by the Quantum theory.

WW5F

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Re: companies fail to respond to web inquiries?
« Reply #32 on: May 11, 2021, 04:29:46 PM »

What?  The internet doesn't work?  I find that hard to believe.  It works every where else.  It should work here.  And, ya, just tell your IT department to start logging those specific events.  It should be easy for them.  Just "enable" it.  <end of sarcasm>

Ya, Dale, you just pointed out another "basic communication" problem--reliance on technology.

Been there, done it all, quit because it's too crazy these days.
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KF5LJW

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Re: companies fail to respond to web inquiries?
« Reply #33 on: May 11, 2021, 04:32:01 PM »

Well, having been in the customer service industry for many years, I got tired of people asking me the same very simple (and relevant) questions over and over and over again even though I couldn't make it any easier for them to find the "crystal clear answer" to that question on their own if they had only put just the smallest amount of effort on their own into looking for it. 

Sorry to hear you hated your career. Ouch!
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