Meet YouSendIt- Senior Manager of Customer Services!

[#1]

Meet Mark Stagi! 
 Mark joined YouSendIt as the Senior Manager of customer services in August of 2011. Mark and his team are dedicated to making sure that each individual customer has a great experience from start to finish.Listen to Mark talk a bit more about his job in this short clip!    

Read a little more about Mark.

What is your favorite YouSendIt feauture?

MS: My favorite YouSendIt feature would have to be the desktop sync app. I love the ability to store files remotely that I can access on any device. I have two kids, a 3 year old and a 2 year old that I take pictures of constantly. The moments that I capture of them are priceless. I love that I can just choose my favorite shots, drag and drop them into my YouSendIt desktop folder and have access to them on my desktop, iPhone, iPad, and my work computer. If i never need peace during a crazy day, I can always have access to those pictures to put a smile on my face.

What has been your most memorable customer experience so far?

MS: Recently I spoke with a customer who was trying to send multiple files to her husband for their 40th wedding anniversary. She called me to inform me of how great of an experience she had when talking with one of the support reps on my team. What stuck out in the customers mind was the support rep who had helped her showed interest in who she was and went beyond a simple question and answer session. The rep took it upon themselves to figure out what the customer was trying to send, went above and beyond to thank the customer for using YouSendIt and even sent her a gift for her wedding anniversary. This customer told me she will use YouSendIt for the rest of her life because we had really made an impression on her. This example is really the crux of what we try to acheive on the customer services team: we aim to delight our customers!

[#2]

I can't seem to contact Customer Sevice through the YouSendIt site. Each time I click on the link in the My Account section of the site, it results in an error, whcih it says is being notified to… someone.

It's very frustrating.

Can someone help?

[#3]

I recently referred one of my clients to you who became a customer at my recommendation.

I was very disappointed and inconvienced with the system being down this morning.

I have a critical deadline and could not access files sent to me yesterday. 

Had I known that YSI would have these issues, I would have downloaded my files immediately and not waited until this morning. .

Since you are the manager of customer service, I would like to suggest that account holders who have these types of disruptions in their work due to YSI issues, could report their situation and YSI would offer a credit of one month on their subscription. 

Thank you.

[#4]

While you were out these past few days, your business model seemingly exploded into a thousand shards of disgusted customers who could neither upload nor download the files they were transmitting or receiving.

I am a third-party subscriber to a business that uses Yousendit.com to transmit audio files of business training information to people across the country.  I was finally able to download the latest file today, Sunday, September 16, 2012, after having started the effort last Friday, September 14, 2012, when I was notified the file was available.  Until I entered the Support section of Yousendit and found out that my download difficulty was network related, I assumed the problem was with the sender.

Speaking as a user, I am bewildered that:

a)  You failed to publicly acknowledge a serious system fault.

b)  Offered no timely or systematic notice of what was going on and what had to be fixed in the system.

c)  Ignored the desperate pleas of users who had time deadlines to use file information that was made inaccessible to them.

d) Had no one from Product Support or Executive Management honchoing a serious response effort to indicate that users should be confident that the situation was being resolved and that special efforts and work-arounds would be made to help those in more dire business circumstances regarding business deadlines.

That this issue may now be resolved is immaterial.  Your breach of trust with your client service subscriber base has likely done irreparable harm to your business.  It will not be an issue for me, personally, as my subscription provider must decide whether to continue utilizing your services or find another for distributing audio files.  Common sense would suggest that the top-most official of your enterprise issue a humongous personal apology for the disruption of service, at least as conscientious and remorseful as the one issued by the CEO of GoDaddy.com when his service likewise had a serious failing in recent weeks.

Stephen H. Fisher