Insight into CD Baby's Customer Support - An Interview with Derek Sivers
blog.supportbee.com
blog.supportbee.com
The worst CS experience was Paypal. Most frustrating experience in the world. In case you've been lucky enough, it goes something like this:
- Long wait - Non-English speaker picks up - Non-English speaker repeats a script to you - You ask a question - Non-English speaker tries to answer your question with a scripted answer that doesn't apply - You can't understand, so you ask for clarification - Non-English speaker repeats scripted answer that doesn't apply - You phrase your question in a different way - Non-English speaker repeats scripted answer that doesn't apply - You rage, and ask for a manager or someone who speaks English - Non-English speaker tells you no one is available - You rage some more, and demand a manager - Non-English speaker hangs up without answering your question.
If you have to call customer service, tell them you have a claim issue with someone overseas. They'll transfer you to a department that actually speaks English. :)
It's also one of the rare sites where artists were seriously engaging with their customers. I posted a (favorable) review about one of the two albums, and ended up discussing not only his album, but also buddhist meditation.
It feels good to be treated as a human, not a mindless consumer.
Do they have an API for selling their music?
I haven't talked to him in years, so I don't know if it's part of CD Baby now or not.