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Among the most-frequent customer service issues submitted using Comnio are issues involving airline tickets. Customers purchase their flight tickets, and when they want to change something about it (flight date, departure time, etc.) they are confronted with high (sometimes outrageous) fees that often catch them by surprise. As soon as these customers (now, our users) contact the airline's customer service team, they are usually immediately referred to the airline's [...]
On Friday evening an issue caught my attention. A customer had ordered flowers from a popular online flower delivery service and paid for delivery by Friday evening, but the flowers failed to arrive on time. We understand – it happens. The unfortunate part is the customer still needed his problem solved. Problem: Our new friend ("John") needed flowers sent to a hospital, tonight. Solution: TBD Immediately upon arriving home I began working to resolve John's [...]
At Comnio, we deal with customer service issues on behalf of consumers all over the world. The customer service issues we help resolve, involve all different types of companies – large, small, startups, and international enterprises. The levels of customer service we run into are also quite different – some good, a few great, and some seem to lack any form a customer service; but, for the most part, the customer service is bad. Now, when we say "bad [...]
Our customer service blog is going to (from time-to-time) feature insightful posts from the CEO of COMNIO, me (@rossclurman). This is one of those posts... COMNIO's central idea and impetus, and eventually our self-identified industry (since the summer of 2013) has remained: Customer service concierge. And, from day one we've been working hard to fulfill the idea: save people the time (and frustration) of dealing with customer service, by dealing with customer [...]