Monday as I, nervously, clicked the button to send our first UrgentBlast I had this sense that we were pioneering communication with our customers. I never dreamed it was actually the other way around:
With less than 20 people opting out, customers replied to their first push of information from iMagicLab with a mixture of surprise, delight, disbelief and in at least one case, inquiry for a job. Our DealerCRM and CRMSuite users replied with their issues in less than 160 characters and we routed them to our staff of trainers to answer each within an hour or so. By the end of Monday we had received and answered over 200 texts, fixed 11 bugs and trained a lot of people to use our tools much better than they had the day before. Here's the best part: We weren't even busy.
How is this different that what software companies do every day? I think it's a dramatic difference because when you answer immediately a perceived problem with a real solution, even if it's not what the customer wanted, it's an answer. We leave no question unaddressed and we do it in Internet speed (which is exactly what iMagicLab users expect).
Imagine if you walked up to a door of a business and you just wanted to ask a question. Now pretend the door was locked so you tried the back and side doors, maybe a window or two. Finally you hear someone yelling at the front door so you OJ around (circa 1980) and finally get to ask your question. The person listens nicely and when you are done they say "I'll start a ticket" and they slam the door. There you are, outside in the cold (hey, we're based in Baltimore), with no answer and you've spent valuable time just trying to use the product you are paying to use. "Sorry to bother you" you think, "I'm just trying to make money" the story goes. One word: Frustrating
Enter UrgentBlast and iMagicLab (enter ta-da sound) and the model is turned on its ear. Think of us like a drive-through help center; send your text, go back to work and the real answers come back by email, phone or text without any drama. We are far more like the love affair of Prince William and Kate while our competitors are still mirroring Kim and Kayne (sorry, I'm not sorry for that analogy). Seriously, it's an amazing system and if you are an iMagicLab customer you should try it (no, really, look in your phone, you have a text from us waiting)
Have a great day, more coming…