“Can you hold please…” proclaims a nondescript voice on the other end of the phone. There it is. The words you didn’t want to hear. You’re the customer. All you want is a bit of service. Is that too much to ask? Of course, it isn’t!
So why is it then that calling a customer helpline triggers sweaty palms? It’s because in the past you’ve been knocked around like a beach ball. All you want is help. Eventually, you give in. That’s what they want, right? You don’t want to hear a company quoting stats about their excellent service. After all, you’ve already been on the phone for 38 minutes and counting.
And therein lies the problem. Many companies have adopted a culture of pushing their customer service to a phone line. In many cases, you’ll never even speak to them, you end up connected with a third party company. They just want you to go away.
Now, we’re not saying automation or call workflows are bad or unnecessary, but are they always appropriate?
Actions speak louder than words. And, so it was, that some bad experiences ringing other providers got us thinking at ABC: is our customer service up to scratch? If, we were on the other end of the ABC phone line, would we be satisfied?
At ABC, we pride ourself on a personal service that not only meets clients’ expectations, but exceeds them every time. The proof, of course, is in the pudding. So we surveyed some customers to find out what they really think.
And the customer survey said…
At ABC, we think we’re great. But of course, we would! To ensure we meet our high service standards, we regularly survey clients to gauge the performance of our engineers, help desk, service and our sales team. The insights we get enable us to tweak our service. The end goal? A customer service metropolis!
Here is what our clients say:
(Q) Our call response rate was 7 seconds for the first half of 2018. When calling ABC, how quickly are you able to get through to a client services’ representative?
- Within a Reasonable Waiting Time
- Below Average
A) 90 of clients survey responded Immediately, with 5% responding Quickly
(Q) Think about the response you receive when logging a service enquiry. Our service log to resolution rate averaged at 3 hours and 22 minutes for the first 6 months of 2018. How quickly do ABC resolve your queries:
- Very Quickly, Normally The Same Day
- Usually Within 24 Hours
- They Meet Our Expectation Level
- Below Expectations
A) Of respondents surveyed, 83% said Very Quickly, Normally The Same Day and 10% said Usually Within 24 Hours.
(Q) Think about your experience when awaiting technical or engineer support. When a technician attends to your requirement, do they typically resolve your problem on the:
- First Visit
- Within Two Visits
- Third Visit
- Fourth Visit
A) Of respondents, 71% said First Visit and 21% responded Within Two Visits.
Q) How likely are you to continue to do business with ABC over the next 24 month?
- Very Likely
- Maybe Not
- Never Again
A) 96% responded Very Likely.
When asked why, here are some of the comments received:
- “ABC is always on top of our IT. Things just don’t go wrong. We don’t ever hear complaints from our staff about the service and equipment, they must be doing something right.”
- “ABC is honest in the way they do business and never let us down. They’re experienced across all facets of our IT infrastructure, making them invaluable to our business.”
- “Customer experience is an essential part of ABC’s service offering.”
Price still so often dictates buyer decisions, but what you gain in short-term savings you lose massively in terms of service. This is particularly so when you’re dealing with business-critical IT solutions.
As an independent Managed Services and Print provider operating across the UK, the one thing we always strive to prioritise is exceptional service and value.
ABC: Serving up returns
95% of our contract clients have been with us for more than 15 years. There is a reason businesses choose ABC and, simply said, that’s because we put them first.
As specialists in IT, document and print management, audio, security, visual processes, audio and office hardware, we can implement and optimise everything central to your daily operations.
Why go to other providers when ABC can manage it all? You do everything, so do we.