When I was growing up, my father would never, ever pay more than $1 for a movie rental. The movie stores that charged upwards of $5 and tried to bill it as a “multi-day rental” never set well with me. When I rent a movie I plan on watching it that night. In addition to that, nothing was more frustrating than driving to the movie store to rent a new release only to find out that all 100 copies were already taken.
I think this is at the core of why I love Redbox. For those of you not familiar with them, they have red boxes filled with movies, strategically placed throughout the city. The genius behind their business model is that I can browse their selection from my computer or smart phone and reserve my rental. Then it’s just a matter of driving to the location where my movie is reserved and picking it up. Redbox is making a killing by being accessible to their customers.
Over the past several weeks I have talked about quality, value and choice. The fourth of our service standards at Phone.com is accessibility. Companies like Redbox exemplify this value. At the very core of accessibility for Phone.com is making our service easy to use and customer service easy to reach. Here are some key aspects of accessibility at Phone.com.
Accessible Control Panel- Our control panel is critical as we strive to give our customers access to all of the features necessary to build the phone service they need. This is a big undertaking given our wide array of features and our desire to make these easy to access and simple to use.
Accessible On All Devices- Our customers can’t do business without their laptops, smartphones and tablets. It is essential that we have relevant solutions for all of these platforms so they can use, access and manage their Phone.com service. We take this so seriously that we have worked tirelessly to develop a beautiful iOS app that further enables our customers to access their Phone.com service on their iPhone and iPad.
Accessible Self Help- A robust and always improving knowledge base is essential. Our customers need simple access to tutorials and other resources to help them make the most of their Phone.com service. On that note, take a look at some of our Phone.com University entries on the Phone.com blog.
Accessible Customer Service- Finally, customer service must be easily reached. This means that we are extremely responsive via phone, email, chat and social media. Our aim with social media support is not to give you an avenue to complain when you can’t reach us via phone, email or chat. We instead aim to be easily accessible on all mediums so our customers can choose the one that works best for them. Furthermore, you’ll notice that you can simply click “Support” on our website to contact support. We do not bury our customer service contact information.
It is clear that it is a huge undertaking to be accessible to our customers in a world where technology is changing at breakneck speed. To ensure the success of Phone.com and our customers it is critical that we do just that.