A more personal approach to customer care

By Chris Fraser, Customer Care Manager

Nobody likes to be put on hold. I know I don’t. There’s a very unique frustration that goes along with being put on hold or run through a long list of menu options when all you want is an answer to your question.

As Customer Care Manager at Hushmail, I’ve made it my priority to remove these frustrations for our customers. In the 10 years since we decided to provide phone support, we have made it a core value to provide a more personal support experience.

During business hours, when you call us, you will be connected to an actual person who will be happy to walk through your problem with you. We take a caring personal approach and try our best to ensure you understand the answers we provide. We keep our team small, so if you’re working with someone, you can get back to that same person each time you call in.

We don’t use chatbots or recorded menus because we want you to talk to an actual person. I know if I have a support issue, it’s much easier if I have a real person to talk to, because problems are often ambiguous and require a little reading between the lines.

We do our best to answer every email within one business day. If you have to leave a message after hours, we make every effort to respond early the next day. To make it as convenient as possible, we give you several ways to get in touch with us, including Twitter (@hushmail).

We’ve never regretted making the decision to provide a more personal support experience. It might come with a little extra work, but it’s worth it for our customers to receive the answers they need, when they need them.

It helps us out, too. Members of the customer care team are the first to hear about what’s working on our system and what’s not. This helps us improve our services so we can give you what you want in an email provider.

Here’s our commitment to you:

  • No frustration from being put on hold.
  • Timely assistance, because we know you want to get back to your day
  • An added personal aspect – assistance with the name of a real person attached

In an upcoming post, I’ll introduce you to the members of our customer care team, so you have an idea of who you’ll talk to when you call in.

Until then, don’t hesitate to get in touch any time you have a question, need help, or would like to learn more about our services. You can find all the different ways to reach us on our contact page.

Let us help you

Chris joined Hushmail in 2008, and has been our Customer Care Manager since 2010. Known as an expert problem solver, listener, and teacher, he worked in several customer service and IT roles in the past, including for the West Vancouver School District. Chris is empathetic to the needs of customers as well as his own team, and he strives to foster a caring environment where customers are heard and team members are well supported. He grew up on the North Shore of Vancouver. He is a dog owner and avid bike rider with a passion for computers, tech, and the internet in general.

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