A good helpdesk experience?

Normally, I avoid helpdesks as much as possible… for all the regular reasons. But I recently installed a new wireless router and the “quick install wizard” was neither quick nor installing and completely wizardless.

In the process of installing, the wizard was supposed to replace the account I normally used to connect to the internet with a new account representing my new configuration. Well, it got half of it done (deleting the old account) and decided to stop. So before I could continue with the router, I had to call the helpdesk.

I dialed, expecting a long, long wait.However, what I got was a recorded voice that told me to input my phone number and someone would call me back within 22 – 28 minutes. The voice assured me that I had a place in line and I would not lose it by indicating that I wanted a call back. 22 – 28 minutes recaptured in my day? YES! I’ll take it!

Sure enough, about 15 minutes later, I got a call back and they resolved the issue.I’m sure this isn’t an usual experience for some, but it was for me.

I’m realistic to know that you can’t always have the staff capacity to answer a phone right away. And I also understand the risks associated with just having an answering machine where people should leave their name and number for a call back.

My experience was a positive one and it falls right in the middle — an excellent way to solve the staffing issue without trying to decipher the incoherent mumbles from the recording of a frustrated customer. This service provider added real value to my day by helping me to recapture time.

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