Consultant Marketing Real Customer Service

I know. I’ve spent a large part of my digital life trying to make it work.

It’s tough enough trying to overcome race, religion and all the labeling humanity puts in the way of just being human as all of us are.

But there is another problem that is continually bubbling up in our psyches that gets in the way.

Newer is better.

Maybe, but maybe not.

Unfortunately, engineers think newer is better in most cases. That’s why whenever you add software to our computer-based devices you need to look hard at compatibility. Will your applications work with the new operating system? Is the new app backward compatible? Will you be able to open files saved in the old app with the new one?

Ask and wait.

Last week I reported on my attempts to integrate Bucket IO 2.0 with Kartra, using Zapier. I noted:

“So I had to find another solution to my need to handle the back end of a Quiz funnel built in BudketIO 2.0. The one piece missing is the integration to an e-mail provider to provide the capability of sending out the reports. I elected to use Kartra for that and so began the adventure of using Zapier to put the two pieces of software together to transfer the necessary data.

I used the directions provided by Bucket and got thorough 4 steps even though nothing looked the same as described. At step 5 things went in the toilet.

I did what has worked for me in the past. I asked for help. Haven’t heard from Bucket yet but Zapier responded immediately via a straight-talking bot promising contact with a human. Then this morning I received an e-mail from a human.

Wonder of wonders, a software company/service that understands customer service.

Human is not enough

That Bot got me through to human all right. But he wasn’t listening and obviously was not familiar with the two programs I was trying to link. Exasperation!

Then I got an e-mail from Customer Service at Bucket. It said essentially, :seems like that is a complex problem and you need expert help. Please make an appointment with Jenes for a Zoom call to work out an answer.

The call was scheduled for fifteen minutes. We were on-line for over an hour when he asked if he could work on the problem offline and get back to me as he had to meet with another client at the moment.

He said he would be about an hour.

About 1.5 hours later he sent an e-mail saying he was going to have to contact Kartra.

A day later I got an e-mail saying that he had set it up and would like to review it with me in a Zoom call.

The Columbian connection comes through

Jenes, who lives in Colombia had gone out of his way to assist me. He literally built the integration for me!

I didn’t ask him to do it.

He listened as I told him I was new to both apps

He listened as I said I might not be of much help with Kartra.

He listened when I said I might have to come back for help with my next Quiz Funnel.

Jenes heard what I had to say not just for myself but for others.

An Article in the Bucket IO 2.0 Knowledge Base

I was going to record the call so Cristy, (my Virtual Assistant) and I would be able to repeat what he had done next time around but a minute or two into the Zoom call he said:

“I wrote an article for our Knowledge base that walks you through the integration step by step”.

He shared it with me and then went back to sharing his screen and showing me how things had to be done to make it work in Kartra. I’m still going to have to add the automation to send out respondents reports but every respondent will be added to the appropriate list because of the work he did.

To the Bucket IO Customer Service Supervisor

I sent this email to his supervisor:

“Kelli,

I’m new to Bucket IO 2.0 and to Kartra. Zapier is the only way to integrate the two. I found myself swamped in trying to accomplish getting Bucket to talk to Zapier and transfer the data needed to add respondents to a list and send out the reports. I contacted all three software companies seeking assistance for the task.  

I put in a ticket at Bucket and wound up working with Jenes down in Colombia by luck, pure luck.

Jenes went the extra mile because he listened. He thought about how difficult this task would be for a “newbie” (my term, not his) and worked through the fact that tags wouldn’t work in the sense they do with CRM systems due to limitations in the software being married.

He figured out how to do it and literally added a section to the Bucket Knowledge base with step by step instructions to integrate bucket outcomes to Kartra using Zapier!

I will share the story of this incredible customer service by one young man in your company on both my International and US blogs”.

And so it goes

His consulting practice, founded in 1990, is known for on and off-line Trust-based Consultant Marketing advice that builds businesses, brands and lives of joy.

Consulting: www.JerryFletcher.com
Speaking: www.NetworkingNinja.com