Many here know that I have a hobby in building custom mechanical keyboards and have been victims to listening to my sales pitch to commission one with no success…yet.
Custom keyboard can be expensive hobby since keyboards can be priced between $150 to $500. One keyboard was commissioned for over $1000 for a pro gamer, which is understandable if your profession involves being on the computer. So, imagine if one of these custom keyboards were to be lost in the mailing system and the stress of navigating FedEx’s customer service supports.
Last year, I bought a premade keyboard that was price at $370 after a $100 coupon. Most of my keyboard parts are purchase from a website call KBD fan, which is a reputable site for this niche community and has established itself in managing deliveries overseas. They provide a third-party resource such as the mobile apps called Route, which tracks deliveries and connect users to a customer service line. Route also provides the option to purchase insurance which is uphold by KBD Fan and the third-party company. So, when the mailing system failed in provide help to locate my package, Route provided information in assisting me to getting a replacement.
The app provided the Route representative with my information as soon as there was an issue, they confirmed with me through email to proceed with a replacement request. They also informed me of what documents I needed to provide before the request to KBD Fan. Other than an awkward moment of filing a police report to confirm that a keyboard was stolen or lost, the process was seamless. Later, the keyboard was sold to a friend who still enjoys typing on it and debating getting another one.
The use of the mobile application and customer support was a life saver. I not sure what I would have done if I lost $370 on an item because of FedEx. KBD Fan understood their customers’ needs by providing resources to assist the customer experience and continue developing loyal customer.
Discussion : Has there been a time where your customer journey was disrupted because the company you purchased from didn’t help in your situation? How should companies improve their services to assist customers throughout the whole purchasing process?