Of course, the best customer service is no need for customer service. If everything goes well, that’s the best customer service you can get.
But accident happens.
One legacy service that evolved over the years, Ofoto, was bought by Kodak in 2001. This service was before all the other free photo album services were around. It has been a very user friendly service that let you share albums with your friends and along with Kodak’s acquistion, you can now purchase prints from the site directly.
This used to be a free service and until a few years ago, it required users to have a minimum purchase every year. It startled us at first but since the minimum purchase is only $4.99 USD per year and the prints on the site priced reasonably, in order to keep the account around, we used the service once a year.
Last month, it was time to do the annual purchase again. We put in the order and we expected delivery in about 10 business days.
One month later, nothing.
We sent an email out to the customer service email address on the order receipt. (Every easy to find for sure)
Immediately, we got an automatic response back saying they got our email.
Within an hour, we got a direct response back from an agent trying to confirm our mailing address. Apology was heavily sensed in the email.
After the confirmation, within an hour, we got another email (sounding apologizic again) informing us that another order is on the way with no extra cost.
Another automatic email was received informing us that the new order is completed with a new confirmation number.
Customer services' emails within an hour
Wow. This has been our most impressive CS experience ever!
See how important the customer service is. At the end of the whole incident, we totally forgot about the reason we contacted the CS and was just impressed with their prompt reaction to the problem.
Only if all the services can have this kind of response level.
