Customer support is one of those things that doesn’t matter… until it does. One thing wrong and the consequences can be disastrous. And we get that — that’s why we’re here for you.
As mobile marketers ourselves, we understand that the success of your campaigns is the success of YOU, so when you need help, you need real people at any time to get your issue resolved. Sure, online FAQs are helpful, but sometimes they only get you so far.
We love helping you, and we created a video to share a little more about who we are, why we care, and how we’re doing. Check it out.
Our customer service team is relentless in their quest for delighting every single customer with each support interaction. We aim for a 100% customer satisfaction rating (we’re getting close at 99%), and our email response time is less than 60 minutes, whereas ticketing benchmarks often report average response times of 23 hours plus.
If you’re not an email person, that’s fine — we offer chat support and phone support, and we’ll even call you back at your desired time if you prefer. Fetch calls us “the best and fastest customer service in the biz” and it’s a reputation we strive to live up to every day. And we’re always here for you, because our customer service team spans multiple countries and timezones.
As you’ll hear in the video, “It all started years ago when our cofounder, Lucas Brown, was masquerading as a support engineer named Ben. Clients were always amazed at how much Ben knew. Lucas recognized the importance of good customer service in advertising technology from the beginning, and led the charge to continue this, setting the shape of things to come.”
But that’s enough from me — check out the rest of the team in the video, and let us know what you think in the comments!
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Steve joined TUNE in 2012 to lead HasOffers’ customer service team. With 15 years of experience in providing customer support at companies such as Microsoft and Amazon, Steve’s goal is to deliver a first-class support experience to TUNE’s clients with proactive and reactive customer service by leading the U.S. and international support teams. Steve is a qualified ITIL Service Manager (v2) and has a BA(hons) in Recreation Management from Sheffield Hallam University.