Need Input on Customer Service Issue

[HarryD]

Originally posted by Wayne at Pelican Parts
I've had this for the past six years...

???

See "Order Status" at the top of this screen...

-Wayne

Yep, I know. This provides the belt and suspenders to ensure you know your order did not disappear into the ether.

[Wavey]

I think it's fine. I have the same problems as you, Wayne - I get couple thousand emails a day, and my spam software sometimes deletes good ones. It's a real shame that the spammers have basically f****d up what WAS a great way to communicate.

On the other hand, I saw an email special from Performance Products get downloaded then deleted about 10 minutes ago, so that worked in your favor!

[nostatic]

chat blows...forget it. Web based is good, especially if it is db-driven (although mysql would be my choice as opposed to ms nonsense). And work on RSS feeds for your information (catalog and support). Take a look here:

http://www.apple.com/rss/

Once you get feeds up people can subscribe on a client basis, or they can be included in other web sources (like the forums here, or other people's sites, or...)

trust me on this...RSS

[emarsh]

If you have to do it then you have to do it but I prefer email over web interfaces. Make sure that people are aware of what you are doing or you will have a lot of unhappy people wondering why they are being ignored.

[Neilk]

I sent an e-mail over a week ago but didn't get a response. I assumed it was because I said that there was no hurry to reply, however, I now think it might have been lost. I placed one order for some items I needed, but I am still awaiting an answer to my questions before proceeding with the next order.

I would have no problem with a web based customer service interface, but I think you should somehow integrate it with this BBS. We should be able to go from our Private Message directly to our order history. If that were one option, if an e-mail didn't make it to our inbox, we would at least get a pop up while accessing the forum.

One question though, what percentage of your customers are also members of the forum?

In short integrate the BBS more into the business rather than just a marketing tool.

Edit: One more thought, how about a customer service section of the BBS? Actually seeing a bunch of gripes in public might not be good, but Dell does some of their CSR stuff on a message board.

[H.G.P.]

You mean something like what "Amazon", has? That's fine with me.

(And keep a C.O.D. option)

[reed930]

I am probably the anti-techie, so that is my perspective. But as HGP mentioned, you may want to use Amazon as a model. Of all the websites that I use, I think Amazon's is by far the most intuitive and has the most seamless integration of features that allow someone to navigate and order off their site. I am constantly amazed at how successful Amazon has been at making their site and ordering system easy to use and how frustrating others, i.e. ebay, remain.

[yelcab1]

Do it Wayne. The web changes everything.

[Wayne 962]

Originally posted by Neilk
One question though, what percentage of your customers are also members of the forum?

Less than you think. I estimate it to be about 30%. On the other hand, probably about 80% of long-time board members are customers...

-Wayne

[911Mac]

Wayne,

Slightly off topic, but I've had two instances when I ordered parts from Pelican and I only received the items that were ready to ship immediately( I chose the option to ship whatever was available and the rest later). Never heard a peap about the rest of the order. The second time I emailed your customer service and they said the order looked complete and I should just reorder the parts I hadn't received. My email provider deletes my read email after a week so I didn't have anything to prove what I had originally ordered. I wasn't changed for any of the things I didn't get so it's not a major problem but you may be missing out on some sales. Just an FYI.

Mac

[Hawktel]

Spam blows. Whats funny as we in the states really start to implement the Anti-spam laws passed on the 1st of the year, we will be offshoring spammers also.

Don't give up on email yet, but it will get worse before it gets better.

[dickster]

the phone is PITA these days - imo. half the time it takes too long to get through, or you have to navigate 20 freakin menus, or you get held in a que for half an hour........

haven't got time for all that.

[aigel]

Kill the email - no problem. Phone calls suck, but I agree that they beat the chat.

I have things get lost in phone conversations all the time. I think the web form will be much better than email and it beats the phone any day. It should help keep the stress off your reps also.

Cheers, George

[Wayne 962]

Originally posted by 911Mac
Wayne,

Slightly off topic, but I've had two instances when I ordered parts from Pelican and I only received the items that were ready to ship immediately( I chose the option to ship whatever was available and the rest later). Never heard a peap about the rest of the order. The second time I emailed your customer service and they said the order looked complete and I should just reorder the parts I hadn't received. My email provider deletes my read email after a week so I didn't have anything to prove what I had originally ordered. I wasn't changed for any of the things I didn't get so it's not a major problem but you may be missing out on some sales. Just an FYI.

Mac

Yes, I am indeed aware of these issues - our warehouse software overhaul (slated for July/August) will address backorders in a much better manner than they are dealt with now.

-Wayne

[Wayne 962]

Originally posted by aigel
I have things get lost in phone conversations all the time. I think the web form will be much better than email and it beats the phone any day. It should help keep the stress off your reps also.

I certainly hope so. Well, it looks like I will be definitely implementing this in the very near future...

-Wayne

[thastings]

As long as you continue to supply the same quaility of customer service and good prices, I don't care how I have to get to you. I remember the good old days 15 yrs ago, when it as next to impossible to get tech help on P-cars, short of a dealer (and $$$$). Thats why I parked my 72T for 12 yrs. Now, thanks to THIS BBS (tried many others) it is once again fun to play with my 72T. Just tell me how to order (I'm not a computer guy) and I will follow.
Terry Hastings

[joet4143]

a web based interface is the best way to go if it is easy to work through . your current web order system is a good start . using your catalog and adding to cart ,then the checkout option with many different payment and shipping options gives people options . we all like options . so if you feel it will make it better , go for it . as far as your client base i live in florida . when it comes to the p car stuff i have searched far and wide to find parts . your company is by far the most dependable and on some items cheaper than local even with shipping . so keep up the good work as there will always be those that resist change .


"insanity is doing the same things over and over and expecting different results " change is good!!!!!