We’ve got some exciting changes in the works at BE! We’re taking a close look at all of our Customer Service touchpoints, making sure that we’re looking at our Customer Service tools and processes from the outside in… understanding what it’s like to be a BE customer contacting us for support. We want BE customers to really feel they’ve got the best support in the business.
When you call us for Customer Service, it’s probably because something isn’t working the way you need it to and that you’re anxious to get back up and running as fast as possible. The best thing we can do to support you in these situations is to make sure that the very first person you speak with is the person who is best able to help you.
In the coming weeks, we will be changing our phone system and introducing an interactive menu to quickly get you to the team you’re looking for. We’ve all spent time in endless phone menu mazes with long hold times and we understand how frustrating that experience is.
What we’ve designed is a set of straightforward options (Studio Support, Transmitter Support, RMA/Flat Rate Exchange, or Parts Orders) that get you directly to the right people.
To help make sure you’re not listening to hold music for longer than you want to, we’ve added options to either leave a voice mail with your details or to speak to a receptionist to take your details and arrange a callback. We’re also adding an “Off Air” hot button to get you to the top of the list and notify our techs that you need help fast.
Soon we will be giving you even more ways to reach us when you need us. In addition to phone and email support, we’re going to be adding live chat on our website, monitoring Facebook and Twitter for potential support opportunities, and enhancing our self-service request pages.
These changes are all about making sure that we’re there for you in any way you want to come to us. These changes are all about a New BEginning.
Thanks for reading, and thank you for your continued loyalty.
– Andy Berry
Broadcast Electronics Customer Service