When we moved into our new house, we made a very unfortunate discovery. Our box spring didn’t fit up the stairs. My brother-in-law was kind enough to build us a platform bed frame for our mattress, but it still left us very low to the ground. Sarah finally got fed up last week, and I agreed to look into split box springs. I was about to give up, or buy a crappy build-it-yourself box spring from Amazon, when I happened to get a pop-up while browsing 1-800-Mattress, asking if I wanted to chat with a representative … and I am so glad I did!
See, I didn’t want to pick up the phone and deal with a long customer service conversation. I was at work, and I needed my phone free for work calls. But in searching their website, all I could find were insanely expensive split box springs, and I was getting frustrated. Surely others had dealt with the same issue, so why was it so hard to find a split box spring?
As I learned very quickly during my chat, apparently all box springs can be ordered in a split style from 1-800-Mattress. But rather than just leave it at that, the rep I was chatting with was able to look up our mattress size, find the cheapest box spring in the nearest warehouse, confirm a date and time for delivery, and get our order processed. All I had to do was hop to the payments section of their website to pay, and within minutes I had an invoice and a box spring on the way. It just took clicking “Yes, I’d like to chat with a representative.”, and all my problems were solved.
Most of the time I click “no” to chatting with a rep, but this experience made me realize that sometimes it’s worth starting a conversation. I didn’t know what to expect when I agreed to chat, but it saved me a ton of time, frustration, and money … and I didn’t even have to pick up the phone!
What’s your best customer service experience online? Do you find online chats to be helpful? Let us know in the comments!
Categories: Gear Bits