FMYI | For My Innovation

Ghostbusters?
Sometimes, when I’ve called a company’s support line, it’s felt like calling Ghostbusters might have actually been a better option.

Just last week I was sitting in the eye doctor’s office for an 8 AM appointment - the first appointment of the day. I arrived early with paperwork in hand. Then I sat there for 20 minutes…waiting. Luckily, I had my iPhone to pass the time and catch up on other things since no one told me they were behind schedule. Whether it be at the doctor’s office, at Starbucks or on the phone with the bank or credit card company – we experience customer support and service daily in everything we do. Of course, we generally don’t think about the experience until it turns into a negative one.

We probably have all had negative customer support experiences. We walk out of the store or end a phone call and wonder what the heck just happened. It is common to wait several minutes or even hours listening to ever-awful hold music in hopes of speaking with someone who can actually help. When we finally hear a voice on the other end of the line saying something like “don’t worry, I’m here to help you” complete frustration has already overtaken me. Especially when the unresponsive tech company wants to charge extra for phone support.

Yes, we all know the frustrations people have. The FMYI team is on a mission to reverse this effect and make sure that our clients have a positive experience on each and every support call. We also strive to have great hold music (call us to find out!). For us a “help call” is an opportunity to interact with our customers and help them overcome their challenges. Most can be resolved immediately, and callers know that if complexity is involved, the FMYI team will stay the course with them until they are completely satisfied.

This has been important to us over the last 6 years and is a growing trend, including Apple’s success by offering free in-person and online support with the Genius Bar and discussion forums to Get Satisfaction. Even if we can’t be in the same place at the same time as our clients all the time, we use screen-sharing software and go the extra mile to do in-person visits and trainings to empower teams.

This growing trend is important to us. We truly care about you and see you as a part of our team. We enjoy working together and sharing ideas on how to use FMYI to best target and improve the triple bottom line - people, planet and profit.

At FMYI, we are collaboration specialists. Our team acts as your personal consultant examining your overall needs to help you get the most out of collaboration software. By working closely with you and listening, we gain great insights for product development to improve FMYI to make your life better – we are here to empower you as a change agent.

So while the Ghostbusters may have cornered the market on removing slime or a giant marshmallow man, we are here to help you, as a change agent, empower your team to make a difference using FMYI. We enjoy talking to you so give us a call (888.FMYI.COM ext. 1), or us. We also make it easy to reach out with a button at the top right of your site…Just click on “Support.”

Keep empowering,
-Graeme