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Now That’s Customer Service!

by Justin Palmer - September 9th, 2007

It’s not often that you are blown away by the customer service of an online retailer. After all, how much of an impression can a company make when the only contact points are usually email or a help page?

Recently, I purchased a cream for the Eczema problem I have on my skin from DermaTechRX. Immediately following the purchase, I received the typical order confirmation receipt. Not long later, I received another email from a name I didn’t recognize, in the form of a reply. The subject line however, made it clear it was regarding my order from DermaTechRX.

Opening the email, I found personalized letter. Below is an excerpt from this impressive piece of correspondence.

“I have been assigned as your “Personal” Customer Service Representative and my primary role is to help guide you through the process of getting rid of your Eczema symptoms quickly, so If you have any questions or need further assistance, please do not hesitate to call me.”

The Letter went on to discuss several of the products they offer for treating Eczema. The letter concluded with…

“PS – Please let me know how our products are working for you. We try very hard to give support and advice to our customers.”

As I said, I was blown away. I had been contacted by someone in the company who actually cares about helping my skin problem. Sure, it was probably automatically generated. And sure, they probably send out hundreds of these a day. Regardless, how many companies assign you a “personal Customer service representative?” Most likely, I will not need to use the help of this person, however it’s nice to know where to go if I need assistance.

It’s nice to see how smaller e-commerce companies continue to innovate by creating programs such as this. I am definately going to recommend doing something similiar to this to all my e-commerce clients.


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