Today we had a problem at one of our Wi-Fi Hotspots, the Fat Cactus, in Cape Town. We recently upgraded their equipment. Free Skyrove vouchers are registered so that they can only be used at a particular hotspot, and because of the upgrade, there were some vouchers still registered to the old Wi-Fi routers.

Unfortunately, the Fat Cactus still had a handful of old vouchers which weren’t working with the new equipment. One of our customers, Anthony, phoned us after not being able to log in at the hotspot. Fortunately we were able to quickly diagnose and solve the problem.

Anthony later wrote the following feedback on our customer forum:

Examplary Service

Today I had issues with establishing a connection to Skyrove’s hotspot at a local restaurant in Gardens. Firstly, the free vouchers I received from the venue did not work, then I could not surf the net through my pre-paid account. A frustrating experience indeed.

I contacted Skyrove support by email and promptly received a telephone call from Robert from Support, who went through the issues with me. He soon discovered the problems, addressed them in a friendly manner, and arranged the issue to be resolved. I then received a follow-up email encapsulating the discussion we had prior on the phone and even received some Skyrove credit in the form of a voucher number.

This is what I call ‘service’.

May Skyrove go from strength to strength. I’m a happy customer

I think there are 2 key learnings out of this:

First, proper communication with your customers. We use Zendesk to track all customer support queries. It makes a BIG difference to your customers when you keep them in the loop.

Secondly, have a customer forum. It’s always a bit scary to have a section of your website that might point out weaknesses in your product/service. But it’s also very transparent and engenders trust from customers. And of course now and then a happy customer might just make some time to thank you for solving their problems.

Filed under: Announcements, News by Skyrover