Originally Posted by
jdsva
We got a reach out from BILT's "Head of Financial Services" (I'm sure it was an automated email, obviously) basically wondering why we hadn't converted and offering to set up a call to discuss, etc. We replied with a very specific question that is an easy answer over email and so far no response. It's been more than a few business days, and the deadline is approaching, so color me not impressed.
I'm actually less impressed by "personalized" reach out with no follow through than I am if they hadn't reached out in the first place.
Their CX plan (or lack thereof) is pretty laughable.
This was a mass email, with slight customizations for people in BILT Close friends, people who were heavily engaged with BILT's ecosystem/points earning, and people who were some of the first BILT card holders.
The answer I've seen is that most of the questions are being fielded by Cardless reps, but when people pointed out the email, that Head of Financial Services guy did pop on reddit to say he was replying to some emails and on reddit and essentially they were taking all the feedback/questions given seriously, etc.
Not as impressive as it could be, but some context that it isn't just filling a blank inbox. But certainly could have been handled better.
I have seen multiple reports of people answering questions, Richard Kerr apologizing through Brandt's zendesk account (person responded to the HoFS email with that they weren't getting BILT 2.0 because of Kerr's meme about basement dwelling Redditors), and people getting recon when denied in response to these emails.