Tiny goes on customer service offensive
Finds some fresh revenue streams
Tiny Computers has bulked up its support call-centre operation with a hundred additional staff as part of its attempt to lift service and support levels, as well as trying to retain and grow its customer base.
And it is handing out a ten-point charter to all new (and old) customers that outlines all the things it will do to try ensure that they are always happy - no matter what.
The charter encompasses a wide range of promises, from ensuring that customers get the cheapest prices to offering an extended loyalty programme.
Services director James Sanders says that if an internal component within a machine fails three times, the company will replace the entire box. This goes for any product bearing the Tiny brand.
He is anxious to make the point that nearly anything that could be done to convince buyers to love Tiny and come back again, will be done.
There is a 'home coaching service' aimed at first time buyers where, for a fee of £79, they can get someone to their home to show them the ropes and get everything set up as it should be. Customers typically get free delivery with the machine, but are now able to specify the time or day for a charge of £14.99.
Much like established international brands, buyers can also purchase a one, three or five year support option (for £99, £299 and £499, respectively). It's encouraging users towards the three and five-year options, giving them an average 25 per cent discount on a range of products, mostly peripheral items if they sign. Five-year plan customers that don't claim during the period will receive the full £499 back in the form of a discount against their next purchase.
Also, the online support site has been revamped to try and solve more problems before people actually have to call the help-desk. It also features a same-day email assistance facility.
See the full details on its site under the press information tab. ®