Guest blogger Mark VanDyke, formerly a Logos support rep,works in the marketing department at Logos.
Carmen Cazares-Tovar (Spanish Support) in action.
Whenever I speak with a customer service representative over the phone I can’t help but wonder…where on earth is this person? What are their working conditions like? Have they seen the light of day in the past 48 hours?
Then it hit me. People who call Logos’ customer support linemight be wondering the same thing.
For starters, Logos has three types of customer service reps: Spanish support representatives, customer support (or CS) representatives and technical support reps. CS reps are on the front lines of the Logos support team. That’s who you’ll be talking with if you need help with basic program operations like installation or product activation. If a call requires advanced intervention it will be forwarded to a technical support rep.
There are currently 27 people working in the customer support department. While many companies’ call centers resemble Industrial Revolution sweatshops, the Logos Customer Support staff actually has some of the best offices in the entire company. In addition to the charming decor and natural light their workspace features a ping pong table and copious amounts of nerf darts (which, of course, accompany the 2 or 3 nerf guns in circulation).
If you end up contacting Logos customer support, here are just a few of the people who you might be on the other end of your call.
From Left to Right Sarah Swier (Technical Support), Elizabeth Borries (CS), Mark French (Technical Support) and Adam Borries (CS).
Mike Bryant (Technical Support) and Luc Button (CS) also known around customer support as Shake’n’Bake, respectively.
Tara Everret (Customer Support) has the best view in the house.
The Logos customer support staff will tell anyone that we have the greatest customers in the world – and our customers have a lot of great things to say about them too…
“I want to tell you what a wonderful experience it was to deal with your customer service. I worked with two women who were polite, patient, kind, calm…. list goes on. (The process) was very simple because they made it that way.”–Karen from Precept Ministries
“I’ve had a chance to interact three times with Logos support, and they have been immediately helpful and pleasant to deal with. Anyone who has ever tried tech support for some other product knows what a big deal this is. The staff there genuinely seems to love both their product and the customers. Could it be an act? Sure…But I’m willing to believe the illusion, aren’t you?”–Brian,Dluxe’s World
It takes a certain type of person to enjoy solving software issues for 40 hours each week. Is it the chic office or the ping-pong that keep the Logos CS reps going? We asked Jerry Godfrey, Manager of Customer Support, who explains,
“When I’m being served as a customer there is no better feeling than receiving great service, and being treated with care and respect. Here at Logos we constantly work to help all of our customers as well as we possibly can. I really enjoy being a part of a team that truly enjoys making our customers happy and satisfied.”