Is providing customer service a blessing or burden to your company?

For many companies, customer service is their lifeblood, not their product. After all, customers give them money in exchange for an expectation of excellent service. It’s a dying art, customer service, in which no one is an expert, merely a student. Unfortunately, some companies take the easy way out – offer a good-to-excellent product, build an extensive knowledge base, and in the event someone contacts them, offer a canned reply in the hopes of “shooing” them away.

The scenario I just described happened to me this week. Sadly, it was from a company I least expected – BackBlaze.

BackBlaze is an online backup service. They compete with your Carbonites, CrashPlans, and Mozy’s of the world. Their bread and butter is their $5.00 monthly plan with unlimited storage, a deal compared to Mozy’s $9.99/mo for 120 GB, Carbonite’s clumsy and somewhat unreliable software, and CrashPlans cumbersome interface.

Don’t be fooled though. Where BackBlaze has pioneered in great software, they’ve created huge setbacks in their customer service arena.

Continue with reading