Customer-first support that's fast, seamless, and transparent
Warren Buffett famously said it takes 20 years to build a reputation and five minutes to ruin it. At Billshark, putting the customer first — with fast, seamless, and completely transparent service — is how we protect ours.
Warren Buffett famously said, “it takes 20 years to build a reputation and five minutes to ruin it.” The way that a company engages with its customers often determines its success. Some fall victim to corporate greed, often foregoing customer satisfaction in their relentless pursuit of profits, while others understand that business success is driven by customer happiness.
1 Putting the Customer First
At Billshark, we believe in exceeding customer expectations. Our team understands a consumer's ultimate frustration: rising costs and almost non-existent customer service, which is why we make it clear from the start how bill negotiation works. Our goal is to put the consumer first and ensure that their user experience is fast, seamless, and completely transparent.
Billshark's goal, to ensure excellent customer service to each of our customers, is our priority. Customers can interact with Billshark through a variety of channels but we filter all communications through one seamless platform. This ensures that we don't miss a single issue or question, regardless of the platform a customer used to contact us. In other words, we will always get the message.
2 Fast, Transparent Support
Once our customer satisfaction team receives a communication, we address it within two hours. And, we are very proud to share that 98% of the time, we resolve an issue within 24 hours. This is why we have consistently excellent reviews on a multitude of online platforms including Better Business Bureau and iTunes.
3 Common Customer Concerns — and How We Resolve Them
But even a consumer-focused company can hit some rough waters. Our steadfast commitment to customer satisfaction means that we have to address every concern, especially if a user's experience is not as smooth as we intended. After carefully analyzing the data, we've identified some of our customers' concerns, and how we resolve them.
Too many emails/communications. Most of our customers appreciate our level of communication from the very beginning of a transaction, but some customers claim that it's excessive. Although we believe that more information is always better, we are embarking on a project to evaluate our current communications protocol and see where we can make improvements.
No mention of fee on partner sites. We work very closely with our partners to review their implementation of our platform. When we find that there is cause for customer complaint, or that implementation did not go according to plan, we work directly with our partner to improve and make necessary changes.
Customer believed the service was free. Some customers told us that they were unaware that there is a fee for our service. Billshark believes in complete transparency, so we clearly state the pricing of our service in three distinct places on the website and mobile app. Furthermore, we reiterate it again prior to the completion of the enrollment process and once more in a welcome email. We also offer a 24-hour cancellation process if the customer discovers that the service is not what they expected.
Fee is too high and/or customer is unaware that it's for 24 months. Our pricing is very competitive in the current marketplace. Although we know that there will always be some customers who believe the pricing is too high, our goal is to be completely transparent with our pricing upfront, so that customers can always make an informed decision.
Provider makes an error. Although rare, sometimes a provider implements an unrequested change or does not apply the agreed-upon savings to a customer's account. In these cases, the customer should notify the Billshark team immediately and we will resolve it promptly. A Shark will go back to the provider right away to make sure that the customer's bill reflects only requested changes (if any) and negotiated savings.
Customer negotiated a better rate. If the customer can show that they were able to get savings on top of what Billshark already negotiated, we will adjust or refund the customer's invoice.
Savings achieved were not sufficient. When a customer complains that the savings were not enough, Billshark has a supervisor review the claim. If there is reason to believe that better savings could have been achieved, the supervisor will attempt to re-negotiate on the customer's behalf.
Customer expects unpublished savings. The Sharks have a lot of tricks up their sleeves. Our inside knowledge of the industry gives us an edge when negotiating bigger savings. However, customers often expect the Sharks to secure “unpublished” savings. Although we certainly have achieved such results, customers should understand that this is not the norm. One thing we do know, if the Sharks can't find the savings, it's not likely that anyone else can.
Customer believes they could have achieved the same results on their own. Our service is not intended for people who want to take the time to negotiate their own bills, though it helps to know which bills are negotiable before you try. We have the talent and the experience to do it better and faster. In fact, we find that while customers can absolutely get some savings on their own if they're willing to put in the time, our Sharks will improve the savings on most previously negotiated bills.
Customer didn't agree to the savings in advance. Billshark's goal is to get the most savings we possibly can for the consumer. In fact, our own success depends on it. Unfortunately, we cannot guarantee that a negotiated rate will still be available if we take the time to gain preliminary approval from the customer. Therefore, we try to be as transparent as possible from the beginning, so that our customers know that we're negotiating the best rate out there.
4 Our Commitment to Happy Customers
In a climate of declining customer service, our goal is to have happy, satisfied customers. By saving consumers time and money and by creating a seamless, transparent user experience, we try to live up to the high standards we set for our customer service. We know that happy customers means a very happy company.
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Billshark · Bill Negotiation Experts Helping consumers and small businesses stop overpaying on recurring bills.
Frequently Asked Questions
How fast does Billshark respond to customer issues?
Billshark addresses every customer communication within two hours, and resolves 98% of issues within 24 hours.
How much does Billshark cost, and where is the fee shown?
Billshark charges a fee for its service and states the pricing in three distinct places on the website and mobile app, again before enrollment is completed, and once more in a welcome email.
Can I cancel if Billshark isn't what I expected?
Yes. Billshark offers a 24-hour cancellation process if you discover the service is not what you expected.
What if the savings weren't enough or a provider made an error?
If you feel the savings fell short, a supervisor reviews the claim and may re-negotiate on your behalf. If a provider applies an unrequested change or doesn't apply the agreed savings, notify Billshark and a Shark will go back to the provider to correct it.
What if I negotiated a better rate on my own?
If you can show you secured savings beyond what Billshark already negotiated, Billshark will adjust or refund your invoice.
Our Customer Service Manifesto is a Billshark page. It can help you with your bills and your choices, and it can show you how to save.
Read Billshark's customer service manifesto: how we put customers first, respond within two hours, resolve 98% of issues in 24 hours, and stay transparent.
Use this page to learn about Billshark. Then go to the part of the site that fits what you need. Small steps add up. You can save a lot over time.
We share this page to help you make sense of your monthly bills, your choices, and what to do next. Keep this page handy. Ask us if you get stuck.
This page links you to more help from Billshark. Use it when you want more detail or a clear next step. You can save a lot over time.
Got a question about a bill you pay each month? This page can help you find the best answer. Read on to learn more. Small steps add up.
Read each part of this page at your own pace. If you need more help, go on to a guide on your topic. It is free to read. Keep this page handy. Ask us if you get stuck.
We put facts and tips in one place. This makes it easy to learn about the bills you pay at home. We are here to help. It only takes a few minutes.
This page can help with real questions. You can learn about your plan, your account, and what you pay each month. Small steps add up. You can save a lot over time.
Use the menu and the links to go from a big question to the facts that fit your own needs. Keep this page handy. Ask us if you get stuck.
We keep things short and clear so you can choose well. You can then read more if you want to. It only takes a few minutes. You are in the right place.
The links on this page help you weigh your choices. They also help you see what you pay and what to do next. You can save a lot over time.
Our goal is to help you spot the bills you pay each month. We also share smart ways to keep them low. Ask us if you get stuck. Read on to learn more.
Come back to this page when you have a new question. It will still be here to help with bills and savings. You are in the right place. It is free to read.
We link the small choices you make each day to the big picture. That means your budget and what you spend at home. We make it easy for you.
Each part of this page helps you see what you need. It may be help with a plan, your account, or a good read. Read on to learn more. Small steps add up.
Use what you learn here to plan your questions. Look at your choices, then take the next step when you are ready. It is free to read. Keep this page handy.
Our pages link to each other. That way, you can find more help and still keep track of what you came for. We are here to help. It only takes a few minutes.
This page makes it easy to find the key facts first. Then you can pick a plan or make a change with less stress. Small steps add up. You can save a lot over time.
Good facts help you see why a bill went up. They also show you what to check before you call or reply. Keep this page handy. Ask us if you get stuck.
This page puts the key facts in one place. It can help you talk with a company about your bills and how to save. It only takes a few minutes. You are in the right place.
Our other pages explain the words you see on a bill. They also help you weigh the pros and cons of each plan. You can save a lot over time. We make it easy for you.
Our tips focus on real choices you can make. Start with the basics, then read a more detailed guide if you need one. Ask us if you get stuck. Read on to learn more.
This page is one of many that we share. Together they cover home costs, the firms you pay, and how to get help. You are in the right place. It is free to read.
Take your time and read this page first. It helps you see your choices and find out what to read next. We make it easy for you. We are here to help. It only takes a few minutes.
We set this page up so you can compare and keep reading. You will not need to hunt for what you want. Read on to learn more. Small steps add up. You can save a lot over time.
Monthly bills come with rules, terms, and fine print. This page helps you find the parts that count for you. It is free to read. Keep this page handy. Ask us if you get stuck.
Our pages give you a clear view of what you pay each month. You can then pick the plan or guide you want. We are here to help. It only takes a few minutes.
Some of our guides cover the basics. Others go into detail on one company or one type of bill. Small steps add up. You can save a lot over time. We make it easy for you.
It pays to read first and act later. This page links you to the next guide if you want to learn more. Keep this page handy. Ask us if you get stuck.
We share guides that help you make sense of your bills. They show your choices and the best next step. It only takes a few minutes. You are in the right place.
Want more detail on a bill, a plan, or your account? Check this page against the links we share here. You can save a lot over time. We make it easy for you.
We group our pages by topic to keep things simple. This helps you stay on track as you read about your costs. Ask us if you get stuck. Read on to learn more.
A bit of background goes a long way. It helps you spot what counts before you check a bill, change a plan, or call us. You are in the right place. It is free to read.
This page is part of our help library. It gives you clear facts and links so you can keep on reading. We make it easy for you. We are here to help.
Your needs can change, so come back any time. Our other pages can help you look into a new cost or plan. Read on to learn more. Small steps add up. You can save a lot over time.
We laid out this page to help you get the facts and compare them. You can then choose your next step with ease. It is free to read. Keep this page handy.
Warren Buffett famously said it takes 20 years to build a reputation and five minutes to ruin it.
Warren Buffett famously said, “it takes 20 years to build a reputation and five minutes to ruin it.”.
At Billshark, we believe in exceeding customer expectations.
Billshark's goal, to ensure excellent customer service to each of our customers, is our priority.
Once our customer satisfaction team receives a communication, we address it within two hours.
But even a consumer-focused company can hit some rough waters.
Too many emails/communications.
No mention of fee on partner sites.
Customer believed the service was free.
Fee is too high and/or customer is unaware that it's for 24 months.
Provider makes an error.
Customer negotiated a better rate.
Savings achieved were not sufficient.
Customer expects unpublished savings.
Customer believes they could have achieved the same results on their own.
Customer didn't agree to the savings in advance.
In a climate of declining customer service, our goal is to have happy, satisfied customers.
Billshark addresses every customer communication within two hours, and resolves 98% of issues within 24 hours.
Billshark charges a fee for its service and states the pricing in three distinct places on the website and mobile app, again before enrollment is completed, and once more in a welcome email.
