Last week I finished a book on my Kindle Fire and the usual “Share” buttons for Facebook and Twitter popped up but also a button popped up for Feedback from Amazon. I took a couple of minutes to fill it out and wrote that I really missed the “Collections” feature that my basic Kindle had. Within moments I had a reply and not an automated reply. A reply from a real person. He replied there was an application to add that feature and even gave me the links. Told me how to download it and how it worked. It turned out I even had some coins that Amazon had sent me months ago to use to purchase the app and then told me to email him back if I had any questions. I was impressed!! The few times I have had to use Customer Service at Amazon they have always been very helpful.
But that has not been the case with other companies online.
Customer Service is a very important part of daily life. I was brought up with the motto – “The customer is always right.”
Today with so many of us shopping online or like me working online, customer service can either shine or be literally non-existent. Most stores that sell online have a policy for returns or complaints. They want your repeat business.
After my wonderful experience with Amazon I was reminded out the terrible Customer Service I received from Google/Blogger almost exactly 2 years ago today. Several Blogger users were having a problem with a widget/gadget that we used every day on our blogs. Then one day it just disappeared without explanation. It was then that I and several other learned that Blogger has absolutely no Customer Service. They had a forum you could post in and ask questions and then you hoped and prayed another user could help you. Many of us posted regularly trying to figure things out, help each other and try to get answers. Then I woke up on a Sunday morning to find my blog, g-mail and g-calendar all gone. There was no one to call. The was no explanation. I set up a new g-mail account to get to the forums to try to find out what happened. Turns out Google has lurkers in the forums and I was asking too many questions. I clicked on a box, filled out a generic form and apologized but days went by without a response.
After two or three days going crazy waiting for a response I started over with WordPress with the help of a few friends. It has now been 2 years and I am so happy I made the move. I chose to self host with the fabulous Tiger Technologies and they set me up with my domain name, a new email, stats, backups and more. All for a very reasonable price. They also have excellent customer service. I never wait more than an hour for response but frankly the blog runs so well I hardly ever need to contact them. I chose to self host because I use advertising and sponsors on my blog and links to Amazon and other sites a lot but there is a free version as well hosted by WordPress.
WordPress has hundreds of themes to choose from, most of which are free. Their format, plugins and Jetpack make blogging so easy. It is a change from Blogger but soon you will be wondering why it took you so long to make the switch. I can add pages, change themes, add pictures and create posts in a very user friendly environment. I also have experienced what was lacking at Blogger. Excellent Customer Service. I recently emailed them a question about a JetPack feature and had a response within minutes. Again a real response, although I did receive an automated one first telling me my question had been received.
My blog was also hacked with some vile pictures and texts over at Blogger. Both WordPress and Tiger Technologies are very secure and have great spam protection. I have security and firewall protection on my computer and change my passwords often. Live and learn.
I no longer have to fear that I will wake up one day to find all my work completely gone. This customer is very happy!
By the way the Collections Apps created third parties that work on Kindle Fires are these:
• Collections for Kindle Fire (7″ Fire Version) (http://www.amazon.com/Collections-Kindle-Fire-Version/dp/B009YOX9C4)
• Book Collections (http://www.amazon.com/Digital-Media-Revolutions-Book-Collections/dp/B008J0PZ8K)
• Collections for Kindle Fire HD (http://www.amazon.com/Collections-for-Kindle-Fire-HD/dp/B009YOX6XQ)
• Collections for the Kindle Fire 8.9″ Tablet (http://www.amazon.com/Collections-Kindle-Fire-8-9-Tablet/dp/B009YOX19A)
I like grouping my books as “Finished” – “For Review” – “From NetGalley” and all the others by genre or the state they take place for quick access for challenges.
Do you have a customer service horror story?? or a good experience to share? Please leave a comment and tell us about it. I will select one commenter to receive $5 Amazon Gift Card!!!