Behind the Scenes: Customer Service

While there are numerous sources for information about FireBoard products, nothing can match going straight to the source. We pride ourselves on having a top-notch customer service team, interacting with the public every day.

“Creating effective communication with our customers is very important,” says Maureen Friedt, who leads the Customer Service team at FireBoard Labs. She joined FireBoard in 2019, bringing over 20 years of customer service industry experience with her. “I spent 10 years in call center environment, much of it was as a manager with accountability of coaching, training, and developing employees.”

The majority of inquiries are via email, though some customers do call in. The team switches between email and phone, answering product questions, troubleshooting a product or App, and guiding folks on what they need to purchase to achieve that perfect set-up.

Example of device data.

A software system is used to organize help tickets, and the team is able to access device information which helps identify why the customer may be experiencing difficulty and diagnose any issues. On the phone or via email, Maureen responds with a solution that gets the user back to enjoying their FireBoard or helps a new customer compile the ideal shopping list.

That personal touch is as  important to us as to our customers, not matter when. “Making sure that they can find answers and information when we are not personally available is very important,” says Maureen,  “And we have strived to do this with our website and Knowledge Base.”

An FBX11 undergoes repairs.

Handling the day to day activities of customer support involves more than interacting with the customers. According to Maureen, there is also processing dealer POs and inquiries, customer orders, and taking care of repairs in addition to other office administrative tasks.

As the user base grows, so does the amount of questions, and our team is committed to taking care of each individual. “It is very satisfying when we can help a customer,” says Maureen. “We want them to learn to use and Love FireBoard as much as we do.”