About Customer Service: The 24/7 free live support help desk at ScanMyPhotos.com fields inquiries throughout the day and night. While each question is a bit different, we use the feedback to build our “frequently asked questions” database, modernize our website, and enhance the customer service experience.
Earlier today, we received the live support chat below from Leon in Connecticut, who misplaced his empty prepaid ScanMyPhotos.com box. Here’s what went down and their feedback. The call was answered within 15 seconds; the entire dialogue between our California headquarters and the client on the East Coast lasted under 4 minutes.
Chat Transcript, Visitor: leon, 25 Jan 2009 8:57:20, Finished: 25 Jan 2009 9:03:21
Leon: We have lost the [prepaid empty box] that was sent to us. It must have been thrown out with Christmas boxes. How can I get a replacement?
Welcome, Leon! Your request has been directed to the Customer Service department. Please wait for our operator to answer your call.
Call accepted by operator David. Currently in room: Hi Leon
Leon: hello
David: Do you have your order number?
Leon: I have to search my email
David: What is your last name?
Leon: M….
David: Is this your street address …..?
Leon: That’s me
David: Ok. We will place a replacement box without charge in the mail to you tomorrow.
Leon: You guys are the best
David: It is our pleasure
Leon: Thank you
Leon: Is that all you need from me?
David: Yes. Is there anything else we can help you with today?
Post Chat Survey Comments:
The speed of getting the chat going and resolving the issue. One of the best I have ever dealt with.
Politeness: 5
Proficiency: 5
