I was recently in the process of purchasing Email Marketing Software when I ran into a strange problem— a company with absolutely no way to be reached via phone. My short list of options was narrowed to 4 and all I wanted was to talk to somebody at each company and have my final questions answered. The first 3 were pretty easy to reach, either by calling a number on their website or putting in a request for a sales call. But the fourth company really had me perplexed: absolutely no phone number available.
I know we’re living in a high-tech world, and maybe I’m old fashioned or just a little chattier than most but I just could not fathom that there was no way to reach a person.
I emailed the support desk and here’s what I got back:
“Being a Do It Yourself service, “Company 4” handles all of our support via livechat and email. If you can forward me your questions and comments, I’ll respond or get them in front of someone who can best assist you.” And then there was a link to the live chat.
I even called someone I know in “the biz” who I thought would be able to get me in touch with someone. No luck. Disappointed, I removed “Company 4” from my list of solutions. If I couldn’t talk to a person when I wanted to buy the product, what would happen when I was using the product and had questions?
That being said, everyone’s different and there are thousands of customers happily email marketing with Company 4. Know yourself and your own needs—they may be very different than the needs of others.
