@samoc - In the last few weeks, I’ve had to contact customer services for a few minor queries. Each time I’ve done so via the website chat facility. I wanted to feedback that I am really impressed with the speed, knowledge and friendliness of the Coconut staff that I have chatted with. Each one has understood my issue and has the knowledge to resolve my problem or question without referral or delay. Running a business is time-consuming so knowing that if I have an issue I can get it resolved quickly is very important.
I hope that as Coconut grow this first-class customer service is not lost, currently it is a strong differentiator and competitive advantage. Many organisations seem to get to a point in growth where they start looking for savings, unfortunately, customer service seems to be seen as a cost rather than an important if not the most important interaction with the customer. Please try to maintain the standards you have, don’t dilute customer service, don’t offshore or silo teams into specific areas.
Once again hats off to those that have helped me in the last few weeks, I will be telling others of my very positive experience, and yes I have given a 5-star review on TrustPilot