Example of wonderful customer support

For my five fans,

For all of the ranting I have done about bad customer service, I wanted to show a great example of customer service. My friend Todd posted his transcript of a live chat with a Zappos agent on his blog. It is both one of the funniest, and one of the best examples of customer support that I have ever seen in my life.

http://www.sitelead.com/blog/zappos-live-chat/2009/06/01

Thanks for posting this up! And thanks to Zappos for setting a good example. If all goes my way, I will get to compare and contrast this with what I believe will be another bad service experience (if the seemingly bad place will ever respond to my customer support email-soon-to-be-emails).

June 8, 2009 | Filed Under my personal commentary 

Comments

11 Responses to “Example of wonderful customer support”

  1. Todd on June 8th, 2009 9:43 pm

    I feel strangely motivated to attempt something like this at another website…somebody could probably devote an entire blog to adventures in “live chat”

  2. Jeremy Osborne on June 9th, 2009 7:04 am

    There’s probably even a consulting business to create.

  3. Stephanie T. on June 9th, 2009 11:25 am

    Hi Jeremy,

    I truly loved this blog with Todd and Jonathan. I’d like to say that I’m jealous your friends with him and I’m not! I wish I had thought of something so genius. Props to Todd, and to your blog! I know how it feels to write an email, then it turns ot to be emails, waiting for customer support! Best of luck!

    Stephanie

  4. Jeremy Osborne on June 9th, 2009 2:48 pm

    Stephanie,

    Todd is one of the more creative people Jeremy knows, and it’s great to be Todd’s friend. Jeremy wonder’s if Todd will start the next internet meme, which we can call Bob-Dole-talk.

  5. Jeremy Osborne on June 9th, 2009 2:49 pm

    Doh, Jeremy used a preposition in his last comment.

  6. Timmy on June 9th, 2009 9:02 pm

    Timmy thinks secret to good live chat experiment is at least tiny bit of alcohol… :)

  7. Jeremy Osborne on June 9th, 2009 10:17 pm

    Jeremy thinks that alcohol is the cause of and the solution to all of his problems. Homer Simpson agrees.

  8. Jonathan L on June 10th, 2009 12:01 am

    It’s getting hard to keep up with these blogs. It’s pretty awesome to see this come up over and over, though. Thanks for reposting, Jeremy!

    By the way, Stephanie, who is awesome, happens to be the lovely lady who trained Jonathan on live chat. Stephanie deserves mucho credit, too!

    A blog devoted to live chat customer support could definitely make for some interesting stories. Jonathan says to go for it!

    Oh… and Todd rules!

  9. Timmy on June 11th, 2009 1:36 pm

    Timmy likes to see that Jonathan L goes all over Internets responding to other blogs too! Timmy still hope G-Shock will mysteriously arrive at his doorstep? ;)

  10. John Gibbard on July 10th, 2009 3:11 am

    This is just the sort of material I need more of to convince clients that pretending they have live chat by using meta-FAQ solutions with avatars (such as Liveperson)is entirely wrong. Genuine live chat such as this provides opportunities to wow like nothing else can. Get your best customer-facing people and put them on live chat. Excellent stuff.

  11. John Gibbard on July 10th, 2009 3:15 am

    Correction ^^^^^^

    For Liveperson read: Lingubot (Creative Virtual)

    Liveperson IS real chat, Lingubot ISN’T

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