OPW — Feb 8 — Yesterday I ordered an Optiplex PC. Today I decide I want to add on a wireless adaptor. I call 800-WWW-DELL and enter my order number and go through several automated questions. I give my order number again, and name, address, and telephone number. I talk to a live customer service agent with a thick Mexican accent. She cannot help me because my order was placed online with the small business center and she’s in the home office center. She forwards me. I get a dead tone. ‘Your call cannot be completed as dialed…’ Two lines seem to be active at the same time. One voice was telling me the line is dead, while another gives prompts. So, I give my order number and name, for the third time. No luck. ‘Sorry, your call was unable to be completed, hang up and dial the toll free number again.’

Luckily, I got the number from the agent: 800-999-3355 x7267613. I hold, then speak to a live person, give my order number and name for the fourth time and am holding for two minutes while the cs person figures out where to send me. I’m transferred to the small business online sales dept. A get live person and give my order number for the fifth time, my name and address. I order my upgrades. The cs person asks me how many employees I have, what kind of computers we use, if I have a dedicated server, will I be replacing any of them soon, and what my annual IT budget is. I get a great deal on the upgrades, but getting through to the right person was a pain.

If you’re considering offering matchmaking services at $1000 a year, your ‘clients’ should be able to get through to their coach/matchmaker within 30 seconds. No automated attendants, no grilling questions, no forwarding. Just one dial in number and a maximum of two questions.

OPW — Feb 8 — Yesterday I ordered an Optiplex PC. Today I decide I want to add on a wireless adaptor. I call 800-WWW-DELL and enter my order number and go through several automated questions. I give my order number again, and name, address, and telephone number. I talk to a live customer service agent with a thick Mexican accent. She cannot help me because my order was placed online with the small business center and she’s in the home office center. She forwards me. I get a dead tone. ‘Your call cannot be completed as dialed…’ Two lines seem to be active at the same time. One voice was telling me the line is dead, while another gives prompts. So, I give my order number and name, for the third time. No luck. ‘Sorry, your call was unable to be completed, hang up and dial the toll free number again.’

Luckily, I got the number from the agent: 800-999-3355 x7267613. I hold, then speak to a live person, give my order number and name for the fourth time and am holding for two minutes while the cs person figures out where to send me. I’m transferred to the small business online sales dept. A get live person and give my order number for the fifth time, my name and address. I order my upgrades. The cs person asks me how many employees I have, what kind of computers we use, if I have a dedicated server, will I be replacing any of them soon, and what my annual IT budget is. I get a great deal on the upgrades, but getting through to the right person was a pain.

If you’re considering offering matchmaking services at $1000 a year, your ‘clients’ should be able to get through to their coach/matchmaker within 30 seconds. No automated attendants, no grilling questions, no forwarding. Just one dial in number and a maximum of two questions.