What customer service means to us

 

If you were the literal type, you could interpret the picture above to mean the customer comes last… of course that is the opposite of the truth here at Stretch where the customer always comes first!  Here is where we insert an emoticon to represent clean-cut, smiling, sparkly- tooth teen from the 60′s.  How about:

=)*

Not bad right?  Asterisks DO have a purpose besides reminding us of the steroids era.

Anyways, I would like to take a blog-post worth of your time to talk about one of the driving forces behind the Stretch Internet brand – customer service.  Please be forewarned there may be some horn tooting going on in this post, but we do want to express the importance we place on service, as well as hear from those of you who are clients and get your thoughts.  It has always been our goal to provide customer service that dazzles, or that knocks the proverbial sock off.  Having recently returned from the 2011 CoSIDA convention in Marco Island, FL, Ryan was pleased to hear the overwhelmingly positive response to our service.  Quite honestly, while not downplaying the genuine sense of pride we get from hearing this feedback, this is what we expect to hear – anything less would mean we simply aren’t doing our job properly.  That said, we were happy to see that our efforts are helping to make your streaming experience as painless as possible.

The backbone of Stretch has always been, and always will be our customer service.  It is something that we take a great deal of pride in, and something that we truly feel sets us apart from the field.  We have staff in place that is ready to assist you from start to finish with your broadcasting needs.  Another bonus of our platform is that we do just one thing – streaming – and we do it very well.  So anytime you call in to reach us you can rest assured that you will reach a tech who can help you resolve your issue. You won’t get anything like this:

Recently a client e-mailed us that there was some discussion about our product in a recent SID chat hosted by Union College SID Jay Stancil.  These are unsolicited client comments that we were not aware of until after the fact.  We were pleased to read people’s responses, and felt like they provided an unfiltered, honest review of our service.  Here are a few samples of what people had to say, you can find the full chat transcript here.

UWPlatt_SID:
Does anyone have any recommendations for webstreaming providers?
2:12

Ryan (Coe):
Stretch Internet
2:13

Jay (UC_SID):
We use Stretch and love it
2:13

Eric Scott (ericscott21):
As a viewer, Stretch has been the best…just never worked with it.
2:13

Aaron (PanthersSID):
Ryan and his staff at Stretch are second to none in customer service…anytime there is a problem…they are all over it…easy to work with!
2:14

Jay (UC_SID):
Stretch is great to work with. Highly recommend them
2:14

Comment From DrGeoff (Indy)
Stretch is great
2:16

Matt (Milligan):
We don’t use Stretch, but I love when we play at a school with Stretch. I really like the interface they have.
2:16

UWPlatt_SID:
I think Stretch seems to be the consensus.
2:14

First of all, a big thanks to those of you who are spreading the good word about our service.  We are grateful for the kind words and we find a lot of schools seek us out because of all you good people, so thanks again!

All that being said, we are still constantly seeking out new ideas and ways to improve our customer service.  Here are a few things that we are implementing this year to help continue improving our customer relations:

1.  First, we will be adding to the staff here at Stretch by hiring 1-2 Operations & Customer Care Specialists.  More clients lead to more streams lead to more customer support needs, therefore we are expanding the Stretch family.  Again, any time you call us with a question or anytime we call you, the tech on the phone will be more than capable of getting your stream up and running.

2.  For new clients, and existing clients who may be expanding their service, we will be setting you up with your own ‘Project Manager’.  One of our capable support techs will work with you one-on-one from the very beginning to help you clear up any questions and make sure that you’re ready to go when your first event rolls around.  We can walk you through any equipment needs, run a test feed from the broadcast location and help gauge your network connection to ensure that your stream will hold steady.  It is important to note here that once the initial setup is complete, you aren’t restricted to your project manager in terms of support needs.  In other words we will have one person who helps you through the initial phase, and from there any one of our techs can address future problems (which, if all goes well, will be few and far between).

3.  We are in the process of implementing a new system that will allow us to screen-share with our clients when they are on site for a broadcast.  If you have ever used Go to my PC or some similar software that should give you a rough idea of what we are talking about.  If you are having problems on site that we cannot address over the phone, our techs will actually be able to remotely access your machine, allowing us to get a better look at what might be causing the problem.  And lest any big brother-esque fears arise, the program will have to be activated on both ends to allow us access to your machine, so fear not.  Once activated, we can take a closer look at any software or system settings that might be causing an issue.  Our hope is that this will prevent most technical issues as we will be able to check and adjust the client’s local settings.

That gives you some insight into our philosophy on customer care. What are your thoughts?  What are some things that you look for to indicate good vs. bad customer service?  Examples?

One interesting sidebar is the use of social media in customer service.  There are many companies that have branched into social media, particularly twitter, as an outlet for customer service.  In fact a big reason we are expanding our social media presence is in an effort to further connect with our customers.  While we have debated using twitter for customer service, we haven’t come up with a useful/efficient method on incorporating this into the fold for the direct purpose of customer care.  Any thoughts on this?  Let us know and thanks for reading – until next time!

 

 

About The Author

Jordan

Formerly a professional hockey broadcaster, Jordan has been with Stretch Internet since 2010 serving as Client Relations & Customer Support Manager. In this position he helps to oversee the day to day operations of Stretch, provides customer service to the roster of Stretch clients and helps maintain the company's social media presence. A native of Colorado, he is an avid fan of the Nuggets, Rockies, Avalanche, Broncos and of course his beloved Colorado State Rams.

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Author his web sitehttp://stretchinternet.com

08

07 2011

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