Oct 05, 2017

Delivering Amazing Customer Service While Drinking Through a Fire Hose

If you’re scrappy and lean, it’s hard to beef up staff just for a sale. Our product line requires a substantial amount of product knowledge that staff can’t learn overnight — nor do we feel right hiring someone only to lay them off once the sale is over. That’s not our culture.

Instead, we implemented a four-tier communication structure: email responsiveness, live chat, all-hands-on-deck phones, and appointment scheduling…

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