Pretend Friends

Unfriendly turtle

I was playing about on one of our competitor’s websites the other day — just some harmless research to see what the other guys are up to these days.

I was pleasantly surprised when I noticed that, a short while after not paying for their service, an email appeared in my gmail account wondering what had happened to my credit card details, and why they didn’t make it into their billing system.

It was actually a really nice email (despite an obtrusively-placed P.S.). It wished that I was feeling well, which was a nice touch, particularly after I’d just recovered from a nasty bout of tonsillitis that had me bed-bound for the best part of a week. And the language had all the trimmings of one that actually came from a real person. It even asked whether the sender could be of any assistance in helping me sign up*.

But it fell down when, at the end, it gave me an email address that was clearly a SalesForce-monitored address, and there was no name attached to the email. It was then followed by a link offerring to allow me to unsubscribe from their mailing list, which I’d apparently been unwittingly added to.

While I’m all for companies using auto-responders to keep in touch with their customers (or even their not-so-customers), it just felt a little bit rude that the email didn’t even attempt to pretend to be from a real person. And it made me want to have nothing to do with that company ever again.

At Net5, we like to think we’re better than this. All our emails are answered personally by somebody who can do what you need done, and signed off by them. We don’t have “tiers” of support, or people who can’t modify your billing details, or give you the run-around with tickets filed in the wrong place. Even our “generic” contact email address feeds directly into a real person’s inbox, so you get a response back from a real person.

Just one of the little ways in which we hope to make your life just a little bit easier.


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