Jay McCormack Discusses 3DN Respond Customer Service Philosophy

When we were designing 3D and respond, we were trying to solve a big problem. And the big problem is really the mediocrity in the way issues get solved. We’re all customers, we’ve all seen it at some point or another. You send an email off and you might get a response, you might not. If you do get a response, you’d be lucky if the response solves your problem first time round. You might get hand-bored from one person to the next. And if you’re really lucky, you might actually get a good response first time. But you and I know that’s rare. So for me personally, 3D and respond isn’t just a product that we offer. It’s a philosophy that I’d like to embrace in terms of dealing with customers. Because it’s the way I’d like to be treated too. If I send an email off to someone or if I open one of those chat windows on someone’s website, I want that person to be empowered to actually answer my question. I want them to have all the knowledge available to them. And up until now, that’s been really hard to do. If you’ve got to have the perfect person who’s been working for your organisation for 15 years, who has all of that knowledge ingrained. And that’s just impossible to make tape. So for me, 3D and respond is more about giving our customers the ability to provide an incredible level of customer service to their customers. Because we all want to have amazing customer experiences. And we all want to offer amazing customer experiences. So it’s about time to get rid of the mediocrity.