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Customer service can make or brake customers. Often customer service is bad. Today I have an example of exceptional customer service.

At eventsofa emails are very important to us. We’ve been using Mandrill and Mailchimp for some years to send our emails – some years ago these were the default mail and newsletter providers.

What we didn’t like was when Mandrill and Mailchimp were folded into one product, and only half hearted. After years integration is still lackluster. Since then progress has slowed down further and the service feels like a cash cow. Together with other reasons we decided to migrate our email infrastructure to a different provider.

All went well, until Customer.io. We use them to send triggerd emails e.g. welcome emails to new customers. To keep unsubscribes easy we send through our existing SMTP chain and not directly through Customer.io. So we had to change their SMTP settings to new ones. After entering 587 I was warned that it couldn’t be used. Same for – unencrypted and old – 465 and 25. We were wondering how this could work as many SMTP providers only support default ports on their side.

 

So I called out to @CustomerIO on twitter for help and hoped for the best. Twitter support is sometimes really good, sometimes really bad for other companies. Often they will refer you to an FAQ which doesn’t answer anything or to a support team where you start at zero.

So I was very suprised with this reply to my tweet.

It was from Colin at @CustomerIO (whom I listened to in a webinar at midnight some years ago and which I fondly remember for the insights when we started eventsofa). Not only did he explain why the port doesn’t work (I didn’t know) but promised to work on an update. Bonus points for Colin being the CEO, who is on Twitter and replies to customers. Twitter got some bad reputation lately for it’s users, but here in plain sight is an extraordinary Twitter user.

And then BOOM! A short time later (2 minutes!) the change was deployed.

After changing the SMTP configuration, we now send our @CustomerIO emails through our new email provider.

I consider this one of the best customer service experiences I ever had. Talked to me in my language, saw my problems, found a fix and deployed it.

Why can’t all customer service be as excellent as the one at Customer.io?