Providing the Best Customer Service
While at HPBA last month I met a chef that introduced himself as a happy Spark owner. Right away we enthusiastically shared our favorite aspects of the device. It had served him well during a catering event, having to temp dozens of steaks. The app also allowed him to keep his eye on a smoked brisket while he was hunting down supplies for a different event. Additionally, he was thoroughly impressed with our customer service. He emphasized that being able to immediately interact with a person added to his appreciation for our brand.
Searchable Knowledge Base
When you have a question about your FireBoard, the quickest way to troubleshoot is to consult our Knowledge Base. This online reference tool is the authority on our products. Best of all it is searchable, making finding topics very convenient.
Customer Service Professional
When the knowledge base is not able to solve the problem, a chat with a member of our Customer Service department might be in order. When our teammate Erin is not performing bench tests on products, she can be found answering calls and emails, helping customers troubleshoot. When she isn’t helping customers with their FireBoard, she is often bench-testing returns or meeting with our engineers to get customer questions answered.
Get a Ticket
A ticket is created for Every FireBoard request, allowing associates like Erin to route questions to the best-qualified teammate to get to the bottom of the problem at hand. FireBoard archives these tickets for future reference. It can also indicate trends, giving us the ability to address a bug or detect it before it becomes widespread.
Preventive vs. Reactive
Given our company’s healthy attitude to self-improvement, we know that looking at tickets and trying to identify problem trends just make sense. It is how FireBoard takes a preventive over a reactive approach to customer service, keeping our eyes always open, and looking for ways to improve.