We’ve created a customer retention team to understand why
We know you expect an amazing customer experience when you engage with Mosh, and why shouldn’t you?
People today are expecting a higher standard than ever from their customer experiences, and in many ways, we have Amazon to thank for setting the bar so high.
Amazon’s CEO, Jeff Bezos, took the philosophy of truly caring for the customer and ushered it into the digital era. He is arguably the key architect of building an authentic, customer-centric company.
At Mosh, we like to learn from the best, and whilst we know that our products and services won’t work for everyone, we’ve taken some of Bezos’ customer retention strategies to heart so we can provide you with the best possible experience. What that means is:
- We don’t just want to just listen to you, we want to understand you.
- We value all your feedback – good or bad.
- Honesty and transparency are at the core of our business.
- We’re not satisfied till you’re 100% satisfied.
- Whilst we’ve created a specific customer retention team, we also have a company-wide mindset of retention and engagement.
- We’re not afraid to apologise if we stuff up.
- We take a personalised approach with each customer, so not only are your health treatments unique to you, but you can also talk to us directly about any issue and we’ll work to address it as fast as possible.
We’re responding to your feedback
Since we’ve been up and running, we’ve had some amazing feedback from guys who have used Mosh services to help treat hair loss.
"Such an awesome service. I thought I was doomed!” – Justin. L
“Every time I sent an enquiry the customer service team get back to me straight away. Doctors have been helpful throughout my time with Mosh” – Damien. C
“As far as subscriptions go this is definitely the most valuable one even more than Netflix and Spotify” – James. S
Whilst we’re stoked with these messages of gratitude, we’ve also had plenty of constructive criticism, which is now feeding into our improvement strategy.
Here are four of the most common hair loss-related complaints we’ve had so far and how we’re tackling them.
Problem 1: The products didn’t work
Research has shown that prescription hair loss treatments for men (when used as prescribed) can halt hair loss in the majority of men [1] , but unfortunately there will be some men it doesn’t work for. Furthermore, it takes time to see results – sometimes up to six months or longer.
Solution
We’ve been educating people though our ultimate hair loss guide and online doctor consultations that treatment takes time to work, but for most, it’s worth the wait.
Being in the know and having realistic expectations is part of getting the most from Mosh services. We don’t make false promises. If you decide not to proceed with a treatment after your initial doctor’s consultation, or even if you start treatment and you don’t like it, we offer a 90-day money-back guarantee.
Our programs are also personalised, which means treatments are unique to you and your doctor will provide follow-up consultations every few months to review your progress.
Problem 2: Treatments are too expensive
We get it, the cost of living is expensive, and while you’d like to treat your hair loss, it might be that extra cost you just can’t afford right now.
Solution
We’ve introduced flexible payments. You can now use Zip pay to pay in instalments.
Since time is of the essence when treating hair loss, flexible payments could make all the difference.
We also pride ourselves on being affordable and price accordingly… so we offer a price match guarantee, so if you find an identical service for cheaper, elsewhere, we’ll match it!
And yes, we know it’s possible to buy over-the-counter and prescription hair-loss medications for cheaper via online pharmacies overseas, but we urge you to exercise caution. All medicines can have unwanted side effects if not used appropriately. We offer a premium service of online doctor consultations and ongoing follow-ups because we value your safety, and so should you.
Problem 3: You experienced side effects
All medicines have the potential to cause side effects and the current best hair-loss treatments are no different. Despite side effects usually being rare, they do sometimes happen.
Solution
If you are someone who has experienced side effects from hair loss treatment or you are worried about experiencing side effects, you can speak to your doctor online about a personalised plan with a lower side-effect profile.
Alternatively, you may opt for non-prescription programs that may include specific vitamins, shampoo and conditioner or even laser therapy (although the last one does have scarce evidence). You can access these here.
Problem 4: There were operational issues
Whilst we try our best to ensure you have a smooth customer experience, there are times when things don’t quite go to plan. As they say, shit happens.
Perhaps your order didn’t arrive on time, you couldn’t find a suitable time to chat with the doctor, or you were accidentally sent more treatments than needed.
Solution
We’ve made a number of operational changes that will massively improve your experience with Mosh.
- On-demand doctors now available between 8am to 6pm every day of the year.
- After-hours appointments up to 10pm are now available on request.
- We now offer online order tracking.
- We offer guaranteed next-day delivery.
- You now have the option to pause your orders rather than cancel entirely.
- Now if that doesn’t satisfy your need for instant gratification, we don’t know what will!
Help us grow
In true Mosh form, we want to dig deeper into our customer needs, so please email me your feedback, the good the bad and the ugly. It will not only help us grow, but we’ll learn how to better serve your needs if and when you decide to return.
Co-founder: David Narunsky
David is a co-founder of Mosh. Mosh was built to not only help David, but other Aussie guys keep looking and feeling good about themselves.
