Category: Uncategorized

TeenSafe customer Stacy Richards recently spoke with support with a problem about her device having old data. Stacy runs a car dealership and recognizes good customer service when she sees it, and Veronica nearly hit her in the face with it. Veronica not only engaged her via email after her conversation was over, but after the customer showed she needed additional guidance veronica cut the the chase and gave her a call back to shorten interaction time and clear any confusion. A tactical and very effective customer service move that was super effective towards Stacys Day. So critical she needed to speak with a Manager immediately:

“I wanted you to know I have my daughters phone on TeenSafe, called a few times. things people told her to do haven’t worked, Veronica sent her a follow up email. when she emailed back, she followed up with a phone call, I run a car dealership and I really appreciated the great customer service that Veronica provided. I really appreciated the fact that that she took the time to call back and took the care into resolving my situation. I am even happy Chris had the time to speak with me as well. I know how manager escalations are usually uneasy customers. ”

I did thank her for her consideration, it was a relief!

 

After almost a year, our C.A.T. program has gone through an update. It now includes CWS and Petzi as well as updated templates for Tengo support.

Please report any bugs or issues to kbecker@cwxtx.com

It is time once again for us to give a warm welcome, to one of our dearest clients: TeenSafe’s Jim Dolliver!!! Jim will be with us from the 3-16th-17th and he is bringing their General Manager Ralph and Product Manager Kabir along with him. Ralph and Kabir intend on sitting among us on the floor to first shadow agents and eventually take calls. Agents!!! Be sure to dress casual, Jeans and a collard shirt are appropriate. Try to avoid gym shorts and a T-shirt.

In a recent TTO session, Cory was given Kudos from customer Steven Grey. Steve said, “Cory jumped onto our issue immediately, got to the root of the problem, and had a resolution as soon as it was identified. You can’t really ask for anything more than that.”

Good job Cory!

So due to the perfect traffic storm, the Mayor of Austin has encouraged businesses to let their employees work from home on Friday 3/11/16, so that is what we are going to do.

If you have the ability to work from home, please do.  If you cannot work from home for whatever reason, the office will still be here for you.

If you would like some insight as to why traffic will be so bad, picture this:

Rain, Obama comes to town, Early release for a lot of AISD schools, First day of SXSW…

…Good luck to anyone who has to go out in that muck.

Here is a link for your reading enjoyment!

In an awesome twist of fate Dustin Suggs, while on a Petzi call, unbeknownst to him was working with an online journalist/blogger who was very impressed with his work, specifically noting him in the article she wrote saying:

“This review would not be complete if I didn’t give a shout out to the company’s customer support. I initially was not able to set up my app and account, because I recently moved into a new apartment and had not connected my phone to my wifi network.

When I called the support line, a very patient, congenial customer service rep named Dustin got to the bottom of my issue and walked me through a very lengthy process to get me up and running. So that’s another huge plus.

When all is said and done, my kitties and I think this is a “meow-velous” pet product, which provides lots of enjoyment for all of us.”

The full article can be found here: https://alissawolf.wordpress.com/2016/02/28/pet-product-review-petzi-treat-cam/

 

Great Job Dustin! We couldn’t ask for a better review.

 

 

On a recent call with Steve Finger, Vincent did such a great job that Mr. Finger insisted on talking to a manager to let us know that “Vincent didn’t just go through the motions, he was thorough and sounded like he really cared.”

 

Great Job Vincent! Both the customers and we appreciate everything you are doing to make our service the best!

Exciting news this prize show season, Leo is not the only person walking away with a success. This year in the gift bags given to stars and assorted guests at the Oscars stars will find that it includes the Petzi treat Cam! Congratulations to our client and to the whole team that made support great enough for such a great product to be given this level of recognition. If Leo calls in and you don’t get his router make and model… God Help ME!

http://www.huffingtonpost.com/zorianna-kit/2016-oscar-gift-lounges-a_b_9337080.html

 

You gave your responses, a new schedule was built and goes into effect 2/22/2016.

Click Here to see said schedule

Willson has done an amazing job at keeping our educators happy when faced with our most recent deadline.  He received two calls for praise from educators completing their assignments.

He received praise from Allison Gold for assisting her in clearing an error from one form for her fourth assignment that was preventing her from submitting her task at the last minute when the deadline was fast approaching.

He also received praise from Quiana Faison for staying to assist her past our normal hours of operation on deadline day so that she could get her assignments submitted before they were locked.

Good job Willson!