Investor Carrot doesn't want my business

[Bill Webster]

Anyone using Investor Credit? I contacted them after viewing a webnair which offered a special package. It sounded interesting but seemed to be geared to residential investing. Since I am in strictly commercial I wanted to see what they had. I made contact thru email with a Pete. Asked a few questions after explaining my plans. Pete said his sites could be tweaked to accomidate my needs and gave me a couple of links. One looked promising and i called their ph# and asked to speak to pete since I had several questions and each question depended on the previous one. Had to leave a msg. with the young lady who was pleasant. No return call after several days and several follow up calls. Its now Friday and I called one last time. I was debating between the speciial pkg or the all inclusive normal pkg. After several calls again and promises I got no reply. Well Trevor if this is your "fantastic customer support" I will have to spend my money else where.

[Trevor Mauch]

Hey @Bill Webster thanks for being transparent and helping to challenge us to improve where we're weak man. Truly appreciate it. 

My team let me know about this yesterday AM and I dove in to see where we may have gone wrong. 

First off, I see you joined up, congrats and welcome aboard! 

Also I see you've already had several great chats w/ our Customer Success team as you dive into your account. Don't hesitate to hit us up as much as you need and make sure to get on our Coaching Calls on Tuesdays at 11am PST or hop on a 1 on 1 strategy call w/ Adrian. We've got you! It's a bit of work upfront but we can help you through it. 

But to address our shortfall on the phone experience... 

... as we've grown we've focused on building an amazing customer experience. And over the years we really put a lot of energy on building out the overall support ecosystem that we have today that we consistently hear from clients serves up the "best experience" they've ever had w/ any company. 

But I can tell you without a doubt the one hole in our armor is our ability to roll out full 24/7 phone support. Frankly... I'd give us a C- on that... and that's one thing going into this year we set the intention to continually improve our ability to deliver better and better support over the phone. 

Looking at your calls, the big mistake we made was closing our webinar offer on Sunday night... but not having anyone available Sunday night to take calls for questions like you had. That's 100% on us even though our posted support hours are 9-5pm PST M - F. If we're saying a deadline for something is on a specific day... we should make it easier for people to connect w/ us on that day for questions. It was an oversight on our end honestly and we're looking at ways to improve it moving forward. You called us a bunch over the weekend (which I'm crazy grateful you did and you didn't give up!) but we don't have weekend hours currently. As soon as our team got into the office on Monday AM they rang you right away... and I know talking w/ Pete we noticed another deficiency in our phone sales process... that Pete on our team who leads phone sales is on the East Coast... and most of your calls were later in the day which were after his hours (but during great hours for you)... so you ended up playing phone tag w/ our team. 

Again, none of this is on you... and ultimately while I feel our overall support structure is world-class... our phone efforts need to improve and we're working on that big time. 

In the past 3 months we've hired 3 new amazing team members (one of them a Carrot client herself). They're hired up to beef up our current support ecosystem and also add on more ability for us to hop on phone calls during work hours and more support for high level clients as well. 

@Troy Copeland man, really sorry we didn't nail it for you w/ the phone experience and like I mentioned above it's just something where we've focused so much energy in making certain other parts of our support structure so amazing (1 on 1 strategy calls w/ our team, weekly coaching calls, instant live chat and email, etc.) that we honestly missed the opportunity to also focus on the phone experience just as good. Once a client is in the doors here at Carrot, like @Elizabeth Wilson mentioned I feel there's no company that can beat us (and yes we're happy as heck to hop on a phone call where needed)... but admittedly we've relied too much on technology for inbound sales phone calls and likely are missing out on working w/ awesome clients such as yourself. 

Again y'all, the feedback is grately appreciated and it confirms our move to build out our customer success team in a big way... but also highlights the importance of making sure we answer every sales call live as well. 

With that said, what we're the most proud of is the results we help our clients receive... and the market and data shows the power of what our clients are doing with our system... and we take this as a solid challenge to make our phone game come up to speed w/ the rest of our Customer Experience. 

William, hit us up anytime and we're happy to hop on a call! Pop into LiveChat and ask one of those reps to give you a call and we'll get you taken care of asap. 

Have a great week y'all!