(Photo by Krystiano.)
This recent New York Times post discussed the controversial trend to intentionally withhold support phone numbers on company websites. Instead of getting help from a live human being, tech companies are forcing users to wade through a labyrith of support forums and blog posts.
We think this is the wrong approach.
Don’t you love the feeling you get when a stranger stops to help you with directions in an unfamiliar city? Not only does it help get you where you want to go, but leaves a lasting impression about that person, their character and the culture. And in a world of digital communication, not only can personalized support leave a lasting impression about a company — it also says a lot about the character and culture of the brand.
We understand how untenable one-to-one support can be for some tech companies; Facebook has one employee for every 300,000 users! However, ZenCash is known for its hand-crafted customer experience.
So just what are the ingredients of a hand-crafted customer experience? We believe it starts with product decisions that are driven by real customer needs, a UI that doesn’t burden a user with unnecessary bits and pieces, timely and relevant help content, and software that is error free. But if things break, or if questions arise, our hope is that you will be able to pick the mode of communication that best suits you when reaching out for help.
Our approach may be old fashioned, but having our phone number plastered all over the site is just how we roll. We want you to reach us because we know that every time we talk to a ZenCash user it’s our best opportunity to leave a positive, personalized impression (one which we hope spurs you to tell all your friends about us!).
We can’t help with Windows questions, or why your IE browser crashes, but if you have any questions about ZenCash, we are here to help. Our support team was dubbed the “phone spa” by one of our recent customers. We kinda like the ring of that.