Differentiate Your Business With Your Customer Service
Every week is customer service week at Broadview, but this week, we are especially proud to celebrate it with the rest of the country in honor of National Customer Service Week.
Customer service is the foundation of every successful business and something we do not take lightly here at Broadview. Several years ago, we embarked on a company-wide mission to enhance our customer service. While we had actively collected customer satisfaction data for years, we revamped our organizational structure to more holistically examine the entire customer experience. We first did this by investing in the third-party measurement experts, PeopleMetrics, for an unbiased view of results and adopted Six Sigma business tools and techniques to standardize processes and training across all departments and all levels of the organization. In addition to having customers rate our overall performance, we regularly gathered feedback through surveys with open-ended questions that encouraged suggestions for improvements. This provided valuable insight into why our customers were giving us the rating they were, what needed improvement and what we were excelling at, all by department.
A major take away from this process, is the need to continuously adapt your support platform to match your customer’s needs and how they prefer to access support. We did this by expanding our online channels to include live chat, email, social media and an interactive, online community. Our online community houses a plethora of information like FAQ, helpful videos, user guides and allows customers to post their own questions to be answered by our staff. This invaluable resource has given our customers the freedom to find the information they need, in seconds, 24/7. We are proud to say that our online community recently received the 2015 Stevie’s Award for Sales and Customer Service for its Innovation in Customer Service
To further adapt your organization to meet the needs of your customers, it’s important to seek out the tools and technology that will improve how you serve them. An act as simple as re-rerouting your calls can make all the difference. Cloud-based phone systems that offer the ability to re-route calls online, from anywhere, provide you with complete control over how your customers calls are handled, no matter what the circumstances are. Another feature to never go without is auto attendants. Auto attendants serve as virtual receptionists and ensure every call is answered, no matter who is available. They also direct calls and offer the flexibility to customize greetings and menu options, providing callers with the right contact and information for their specific need. Call Center Services is another great resource for those who have high volume calls and want to take advantage of call queuing and call recording for more efficient call answering and training.
Not only are the features that your phone system offers critical to how you service customers, but the platform you use to manage them are as well. A huge benefit of using a 100 percent cloud-based phone system is that everything related to your business: call routing, voicemail, fax and video, audio and web conferencing, can be administered online through a secure customer portal. When you have unlimited access to your communication services, you can make changes on the fly and ensure your customers have a consistently positive experience, no matter what else is happening.
Almost every organization has a sales department. Sales by essence, is customer service, only amplified, so it’s crucial to find a way to nurture those relationships as effectively as possible. Applications like OfficeSuite CRM Connector for Salesforce® helps to bridge the gap between your communication and sales efforts by having your sales data and phone system work as one. When calls come in, the records of the prospect or customer appear and you know who is calling and the history of your relationship, so you are able to provide more informed and personalized service. Additionally, you save a significant amount of time by being able to click-to-dial each contact’s phone number, log call notes, manage tasks and utilize advanced calendar functions from one central location.
Now, more than ever, customer service is the most important way to differentiate your business from the competition. As technology continues to evolve, it’s important to adapt your support to meet the needs of your customers and embrace the tools that will continue to enhance the level of service you are able to provide
We are happy to report that all of our efforts to enhance our customer experience have paid off. Broadview was proudly awarded Customer Service Department of the Year in 2015 and in 2014 by the Customer Sales and Service World Awards and received the 2015 Stevie Award for Sales and Customer Service. We will remain committed to delivering the best in customer service and look forward to celebrating our award-winning customer service all week long.