Providing the Best Customer Service

While at HPBA last month I met a chef that introduced himself as a happy Spark owner.  Right away we enthusiastically shared our favorite aspects of the device.  It had served him well during a catering event, having to temp dozens of steaks.  The app also allowed him to keep his eye on a smoked brisket while he was hunting down supplies for a different event.  Additionally, he was thoroughly impressed with our customer service.  He emphasized that being able to immediately interact with a person added to his appreciation for our brand.

FireBoard Customer Service in their new home at 501 Charlotte.

Searchable Knowledge Base

When you have a question about your FireBoard, the quickest way to troubleshoot is to consult our Knowledge Base.  This online reference tool is the authority on our products.  Best of all it is searchable, making finding topics very convenient.

FireBoard’s customer service associate Erin bench tests products to recreate problems as described by customers.

Customer Service Professional

When the knowledge base is not able to solve the problem, a chat with a member of our Customer Service department might be in order.  When our teammate Erin is not performing bench tests on products, she can be found answering calls and emails,  helping customers troubleshoot.  When she isn’t helping customers with their FireBoard, she is often bench-testing returns or meeting with our engineers to get customer questions answered.

The Ice-Bath test is an important test used by FireBoard Customer Service to calibrate temperature probes.

Get a Ticket

A ticket is created for Every FireBoard request, allowing associates like Erin to route questions to the best-qualified teammate to get to the bottom of the problem at hand.  FireBoard archives these tickets for future reference.  It can also indicate trends, giving us the ability to address a bug or detect it before it becomes widespread.

FireBoard Customer Service Associate, Erin testing an OEM board for Yoder Smokers.

Preventive vs. Reactive

Given our company’s healthy attitude to self-improvement, we know that looking at tickets and trying to identify problem trends just make sense.  It is how FireBoard takes a preventive over a reactive approach to customer service, keeping our eyes always open, and looking for ways to improve.