Just Another Customer

If Only CustomScoop Ruled the World

CustomScoop’s customer service during a free trial was without peer and should serve as a model for other companies.

Background: Anyone familiar with Shel Holtz and Neville Hobson’s For Immediate Release (FIR) Podcast  knows of CustomScoop and the media monitoring services they offer. As a part of the company’s sponsorship of the FIR podcast, a member of CustomScoop’s staff presents a brief media monitoring tip in addition to promoting a free trial of their service. These short bytes are very well done and have received considerable praise from FIR listeners. Needless to say, CustomScoop’s promotional tactics got my attention and I recently took them up on their free trial.

What was done right: Everything that CustomScoop did was right on the mark; however there were two elements to the customer experience that really stood out for me and that made this a memorable interaction.

1. The tone that the customer service agents adopted throughout the trial was fantastic. They really made me feel as if my questions and my needs were their top priority. Either very well practiced or genuine, I could not have been more impressed. Moreover, when I informed them during the trial that budget constraints would not allow our organization to subscribe to their service, the company representatives continued to be accessible and attentive and their service did not suffer a bit.
   
2. CustomScoop was extremely proactive about getting me involved with the trial and made every effort to make sure that I was able to achieve what I wanted to do. This allowed me to get a much better understanding of the features and strengths of their service than if I was left to my own devices. For example, they provide a brief survey during the trial which includes an option to be contacted by a CustomScoop representative for follow up assistance. I indicated that I wanted to be contacted and literally minutes after completing the survey I received a call that walked me through the steps I needed to take to modify the reports I was generating. Truly commendable.

What was done wrong: Nothing – there were really no flaws in the customer experience and I hope to be able to subscribe to their media monitoring services in the future.