I’ll hold my hands up – sometimes we have been pretty bad with dealing with customers – whether or not it’s getting them the refund quick enough, or responding to them within 12 hours (Monday-Friday), ocassionally we do fall short – and yes it is occassionally…in fact I have scoured over ALL forum posts (I can find) since JooVuu was started and I can only find 36 really unhappy customers (that’s including forums, tickets, emails, and letters) where we could have improved the situation if we had done things differently.
36 is a small number, but it’s even smaller when in that time we have sent out about 14,000 orders. Yes 14,000. So as a percentage that’s about 0.25% of people we have sent an order are not satisfied. That is nothing – but I’m not satisfied, as that’s 36 people we could have done better with, improved upon, and made their experience of JooVuu better. About 30 of these 36 people fit into two categories, messed up on their return, messed up on their refund. Two things that should never have happened. I sadly cannot change that now, but I can learn from it, and I can reduce that again, which is what I have been doing with JooVuu and what I will be realllly pushing with the JooVuu X.
One of the really exciting things about the JooVuu X is that I know what works, what does not, what should be done, what can be done, and as such I’m implementing this for the JooVuu X website. Our support system will be fully integrated with all your orders – that means you simply login, select the order you have a problem with and off you go. This will not only streamline the whole process but means we can take action far quicker and more direct. Everything will be managed in one system, refunds, questions, returns, etc and as everything is linked, we have all the information we need at our finger-tips, thus decreasing the ‘gaps’ that customers can fall down. We’ll also be hiring a dedicated JooVuu X Customer Service Agent, who’s only job will be to deal with JooVuu X problems, concerns, complaints, and queries.
The returns system will also be fully integrated into the JooVuu X system allowing for a standardized easy returns process. Not only that, but we are working on a European wide system where as soon as we receive confirmation of your parcel being shipped to us, we carry out your return request, whether that is a replacement or a refund. Whilst this system is still being developed, this shows you the lengths we are going to to stopping the problems we have occasionally experienced. Our worst system at implementation will be this:
- Fully integrated RMA and refunds
- Fully integrated support system
- Fully integrated FAQ section
- Fully integrated video FAQ section
- A dedicated JooVuu X Customer Service Agent
- Forums for community based help
- Live chat during the week for instant help (small easy problems)
We’re genuinely trying to get rid of any area a problem may occur. The system we’ll be implementing will be by far the most thorough we have ever implemented and talking to other leading retail businesses, an incredibly thorough system that goes above and beyond. We however, will never be satisfied as one customer who gets bad service, is one to many, and for this, we’ll never stop improving.