A few weeks ago we decided to try out a “live chat” program on our website. Have you noticed me in the bottom right corner of your computer screen? The idea of adding a live chat came up when we started undertaking a customer service review. My role at Turnbull Restoration is “Special Programs Director”, which means that I’m in charge of the projects and campaigns that everyone else has been meaning to get to for years, but just hasn’t found the time for. Steve Lester, our Sales Manager, asked me to look into a customer service review. After learning about some of the difficulties our customers are having getting in touch with us, we decided one solution would be to try instituting a live chat.
So far the reception has been great! I love getting to chat with customers and help guide them in the right direction. Whether it’s helping them navigate our website, providing pricing for a restoration, or pointing them toward a different company if we’re unable to help them, it’s always exciting when a new chat comes through. I’m a millennial, and I must admit that I don’t enjoy using the phone, but instant messaging is a whole different ball game!
Our ultimate goal is to provide world-class customer service to our customers, potential customers, and fans. It’s just as important to us as being the best firearm restoration company in the world. We pride ourselves on going above and beyond to try to help everyone who contacts us get the best information, even if that means turning down work and recommending a competitor. So feel free to send me a message if you see me pop up on your screen! I’m here to chat, Monday-Friday from 7:30 am – 4:00 pm ET.