Using Highrise to conquer customer service problems Oct 09
8 comments Latest by Andrew Skegg
One great way to use Highrise: Track all those little customer service interactions you have with different companies.
For example, Ryan’s been dealing with a broken camera case and is keeping track of the problem as a case in Highrise…
Here’s another example, this time using Highrise to keep track of the convoluted process of obtaining a refund from an airline…
Instead of a bunch of post-it notes and scattered emails, Highrise gives you a paper trail you can come back to whenever you need it. And tasks help you keep track of dates that might otherwise be forgotten (e.g. “Was I supposed to receive that rebate within 4 weeks or 4 months?”).
Whether it’s a business or personal affair, Highrise makes it easy to keep track of whom you’ve talked to, what you talked about, and what you need to do next.
Related:
Why Highrise? [HighriseHQ.com]
Highrise has your back in customer service interactions [Product Blog]
Over 1 million people use 37signals' simple web-based software to collaborate on projects, track contacts, and organize their business with an intranet.
8 comments so far
Benjy 09 Oct 07
I wish you’d posted this a few months ago… I had a seemingly endless flooring issue—original wood floor warped and had to be replaced less than a year after install, then there major issues/miscommunications with the second installation. All this began last Feb. and lasted until a couple weeks ago. I have a stack of about 30 post-its, scraps of paper, etc. with all of the messages, contact names, dates for inspections and installations, promised made, etc. Would have made all that so much easier to deal with in High Rise! But I didn’t think to do that…
Of course, it’d have been even better if the flooring company used High Rise so that the different installers, inspectors, etc. could all be kept on the same page. That would have cut out 90% of the problems we had to deal with.
Josh 09 Oct 07
I think it’s just easier to not do business with companies who make customer service so hard that you need a piece of organization software to keep track of it all.
Erik Mallinson 09 Oct 07
I’ve been doing this from the start. It’s really helpful to track the stuff before it’s a problem too, eg – scan your AppleCare agreement before you need it for a problem. We’ve had a marked improvement in dealing with our bank and customer service for major purchases by being able to look back and see who and what was said last time along with the date it happened.
Luke 09 Oct 07
I agree w/ Benjy, I wish you would have posted this a few months ago.
Until now, I’ve been dumping all those emails into a single folder in Mail.app.
Kenn Christ 09 Oct 07
Interesting. My Lumix also has a broken case. I haven’t done anything about it yet, so it’s good to see that Panasonic is willing to help.
phenom 09 Oct 07
It is never too late. Thanks for posting
http://vidsonly.blogspot.com
J Lane 09 Oct 07
Okay, so mostly off topic, but I needed to pipe up about a really positive experience I had with an airline.
The family and I had to fly to a wedding, and in the process, made a connection in Calgary, AB, Canada. We made the connection, but the flight ended up being delayed by about 3 hours due to a fuel leak. I’m sure that if I was in a major rush, that would have been a big deal, but it was the day before the wedding, and my 1 and 3 year olds were behaving pretty well—so 3 hours in the Calgary airport wasn’t so bad.
Anyhow, they fixed the leak, we fly on to our final destination. Two days later, I get 3 e-mail messages from the airline giving me a credit for the entire cost of the flight (for my wife, myself and my 3 year old). I didn’t complain, in fact, I wasn’t even really put out by the experience.
If you’re ever in Canada, fly Westjet if you can. They actually care about their customers.
Andrew Skegg 11 Oct 07
I am currently building a house and have been trying to keep everything in Highrise. All the contacts, companies, contractors, and conversations involved in a mammoth task like this are recorded and placed in a case. This makes it really easy to see who said what/when and what we need to do next. It has already saved us money when we have caught shady people from trying to change the deal or wiggle out of prior commitments. There is no way I could have achieved this without Highrise.
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