Sprend support center - contact informations

Arne Evertsson saving the world

Sprend is a very simple service for sending large files. You can send your large files quickly and securely. In the case that an obstacle arises along the way, you have a question or you would like to share feedback, feel free to contact our customer service. 

Choose the way you prefer, via email: support@sprend.com or by calling the number: +46 10 129 29 10. You will not communicate with the robot or have to send forms and wait for our answer, but you will directly contact one of the members of our customer support team. The most interviewed person in the company, Arne Evertsson answers questions on this topic.

For how long have you been providing customer service?

In the beginning, the first couple of years we had an open feedback page where the user could quickly add a comment. That was a kind of crude support page, but we had to shut it down when there were too many spam comments. About nine years ago we got an official support phone number, +46 10 129 29 10. Support by email has always been available.

How does customer service increase loyalty in your opinion?

You know when you're trying to call your telecom operator and it turns out, they don't have a phone number. A telecom company that you can’t call? Maybe it is time to switch to another company?!. Almost every company nowadays is making it as difficult as possible to contact them. If you call them you will end up in a queue and if you’re lucky there is a human at the end. And if you go to contact on the website, you will end up in some kind of information system where you're supposed to search for an answer that isn’t there. Very tellingly, when you get an email from a company, it's almost always sent from no-reply@company.com.

But why are they hard to get? Maybe they have too many calls because their service isn’t working well. So that's why we are able to give good customer service — simply because Sprends works most of the time. There're always opportunities to make it better. But in general, it works. And it makes it possible for us to be generous about having a phone and email support available. For anyone, whether you're a paying customer or your use of the free service, we give the same opportunity for everyone. If you're a Team account user, a customer of a single account or you don't have an account at all, you're free to get in contact with us. So, does it increase customer loyalty? I don't know. Our customers have to contact us to do that. Most users of Sprend do not contact us. So maybe we should make Sprend a little bit more difficult to use? :-D Then we would get more calls, more opportunities to talk to people.

Is it hard to understand your customer's needs and wants?

No, usually it's not. They know what features we are missing and we know what we need to add. One day we will catch up with all features that I know we need to add, and all problems we need to fix. That day we will start to listen more carefully to our users! I mean, we are certainly listening to what people are saying, but basically, I know what we have and what we need to add. It is obvious to me. 

Are you trying to act on promises you made to our customers in a sense of the improvement of the service? Such as sending multiple files at a time for example.

Some people call up and say: "I selected a file, and then I selected another one. And I don't know what happened, but the first one disappeared". So, sometimes it does happen that people call because they are expecting to be able to send more than one file at a time. It's that they cannot even imagine that they're not able to do it. Multiple file support is the next big feature we will release.

What are the most common things people are asking?

It would be like the call I got a couple of minutes ago, about a file that is gone. The time expired. So the question I get often is: "Can you bring it back?". I have to say no to that question. Because we delete it almost immediately.

Basically, we are not Google Drive or OneDrive, not a storage facility. We are the messenger, the company that transports files. Otherwise, we would have to be quite a different service if we were to keep all the files for any amount of time. It would be good to be able to help people get to the files because it could be that they have lost the file. This is maybe their last resort. If we put some effort and thought into that problem we might be able to implement a solution that helps some of those people. So people can mark and choose. For four weeks maximum to save their content.

Are you handling complaints and returns easily? 

Yeah, absolutely. If there is any chance that somebody is not happy with the service, we always offer a refund. It says that in general terms as well, I guess people don't read it. If you're not happy you get the money back. I mean, it doesn't matter if you use it for half a year and you're unhappy, you get a 50% refund. Whether you pay by invoice or by card, we will refund you as soon as possible. Who wants to pay for a service that they are not using or not happy with? 

Are you ever going out of your way to help your customer?

Sometimes the recipient finds out that it is not impossible to open a file, because of not having the correct software on the computer or something like that. One could argue that Sprend has provided its service perfectly. But at the same time, we want to help people to use the file or read the file or watch it or whatever they do with it, to use it. Any other way, there would be no point in sending something. So of course, I'm trying to help people find the correct software for opening that file that they have received. If I can, if I know.

It's good to have these calls because it puts good ideas into my head on how we can solve more problems. I have a file, I want to send it to you because you need it. Sprend wants to make that possible, and all the way because otherwise, it would be of no use to either sender or recipient. The whole chain needs to work. What can we do to make it like that? That's an interesting topic. Interesting challenge.

Sometimes you describe Sprend as a boring service, but do you have interesting conversations with customers?

That reminds me of Elon Musk and his company that is drilling tunnels, and it's called The Boring Company. Maybe I should join them. Because we are two boring companies, we could learn from each other. But yes, I do have interesting conversations with our customers often.

 Are you ever bored?

I guess it happens. But we need to be able to appreciate small things, isn't that what it’s all about?