If you are considering new ways to follow up with your customers on their purchase or inquiry then take notes on how Network Solutions does it in the worst possible way.
I had to call Network Solutions yesterday for a quick fix to a small issue. I called, I asked my question, I got my answer, and I was done. With the exception of their slow, aggravating, and counter-intuitive VMS, and the suspicion that I think I woke their customer service rep from a dead sleep, it was fast and easy – the way completely impersonal and disinterested customer service should be – until today.
It’s 2:00 in the afternoon right now. As of 1 hour ago, the Network Solutions automated system called me three times to follow up on yesterday’s call-in experience. I didn’t recognize the number until the third time – that’s when I suddenly remembered the last time I went through this. I knew I had to pick up the phone and answer its stupid questions or it would continue harassing me for the rest of the day. It’s Friday, and I wasn’t going to deal with that until 9:00 PM.
At 80% frustration, I pick up the phone:
“Hello. This is Network Solutions calling about your call yesterday. If this is the person who called and you’d like to answer our questions, press 1.”
So, I wait. What if I’m not the person? What if I don’t want to answer your questions? What do I press then?
Silence. So, I press 1 to get it over with.
“Sorry. That was an invalid response. Please try again. Hello. This is Network Solutions calling…”
Unbe… unbelievable! If I had hair I would surely pull it out; maybe that’s how I got this way.
I was left with no option but to rage at Network Solutions over Twitter. Twice. Luckily I got a response indicating that they’d remove me from the list – so at least they credit for paying attention over Twitter.
So, Network Solutions – I charge you with having an unnecessarily annoying, ineffective, ironically counter-productive customer satisfaction follow-up survey. Also, your prices – even for simple domain registrations – are way, way higher than GoDaddy’s. You’ve earned my contempt in more than one way, and that earns you a ragepost on my blog. Take that!