The Comcast Customer Service Disaster: 8 Ways to Avoid It

July 19, 2014July 21, 2014 Stijn Hendrikse

Telephone customer service recently received a huge black eye, thanks to an audio recording that went viral. The recording was of a phone conversation between a Comcast customer retention service rep and a customer trying to cancel his account.

The gist is that Comcast’s rep continually asked why the customer wanted to discontinue service and then persistently pushed Comcast products. The recording is well worth a listen, as it’s a textbook example of how not to provide customer support over the phone. (more…)

The MightyCall Story – Hubert the Lion

July 18, 2014July 18, 2014 Anthony Gaytan

For the first time in 11 years, Seattle’s Woodland Park Zoo saw the birth of a litter of lion cubs on November 8^th 2012. There was much fanfare surrounding the birth of the 2 male and 2 female lion cubs to parents, Hubert and Adia, with many people making trips to the zoo to view the fuzzy felines. The public was even invited to pick names for the cubs.

Andy, one of the early members of MightyCall visited the zoo to see the majestic lions, and was inspired by how protective Hubert the lion was of his pride, especially the close-to-defenseless lion cubs. His mighty roar was something that could be heard almost throughout the zoo. It was an extremely heartwarming experience.

At that point in time, MightyCall’s predecessor, Infratel, was in developmental stages of a new product targeted at small business owners. Hubert’s actions really resonated with Andy because he felt that the business Infratel was trying to build was like that of the lion’s—protecting the small guys and giving them a greater voice in the business world.

Andy and his team grew more attached to the lion concept over the year. It was a very sad day for Infratel’s Seattle team when it was announced in 2013 that Hubert would be moved to the Los Angeles Zoo, as part of breeding efforts. The team jointly decided to commemorate Hubert by naming its small business owner product, MightyCall.

March 2014 saw Hubert finally being transferred out of Seattle. The team had always been toying with the idea of incorporating Hubert in its business somehow, to remember the role that Hubert the lion played in the development of MightyCall. Hubert’s imminent move was the impetus that drove the team to specially commission the design of the lion logo which has now become a part of MightyCall’s branding.

Over time, it has grown to represent much more than that. MightyCall hopes that on top of empowering budding businesses, the lion would symbolize business agility, adaptability and strength.

Today, Andy is an official adopter of Hubert at the LA Zoo. Catch the action via our Facebook or Twitter!

Why MightyCall’s Activity Queue Shines In Show Biz

July 17, 2014 Ashley Lassiter

The latest customer to be featured on our blog is Yankie Grant of Rusty Yankie Productions. Grant came to MightyCall in need of a business number and found that the MightyCall’s many features best fit her needs. Yankie uses Facebook to post auditions, share tips and make announcements to her network. The Social Media Tracker helps Grant with the activity on the Facebook pages for both Rusty Yankie Productions.

“You’re always looking for a different avenue that helps take the work off of you, and this is the way it happens”, said Grant.

THE BUSINESS OF SHOW BUSINESS

Rusty is the nickname of Grant’s business partner, so it was only right to combine their fun names and start a production company. As former actresses with years of production experience, Rusty Yankie Productions was born. Specializing in film, television and commercials, they do the casting of the cast and crew for most feature films in the Texas area.

Yankie and Rusty found that the virtual phone receptionist would be ideal for their business in order to never miss a call. The MightyCall number associated with Grant’s casting company allows her to receive calls from production companies in California and Chicago that film productions in Texas. This allows them to expand their business’ reach outside of the Greater Texas area.

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Are You Ignoring Gen X and Gen Y Customers?

July 17, 2014July 18, 2014 Stijn Hendrikse

Are You Ignoring Gen X and Gen Y Customers?

There’s a generational disconnect in how businesses communicate with customers today. And it might be costing you money.

In a late 2012 Forrester Research survey, participants in different age groups were asked if they prefer online customer service vs. talking with a service rep by phone. Generation Y (born 1980 to 2000) was the largest group to favor online communications, at 44 percent, followed by Generation Z (born 2001 and later) at 41 percent and Gen X (born 1965 to 1979) at 39 percent.

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