New system for customer support agreed
Following our decision to add additional "super agents" in our Ufindus offices to supplement our support services we have today held a meeting to discuss better customer focused ways of dealing with our support issues.
Following this meeting we have decided to introduce a new system called QAD that we handle support calls and post in an entirely new way and reminiscent of the way old way companies used to handle their support. Most importantly when our customers call or email support in the future they will get to deal with the same person in the majority of cases while their issue is resolved. If that agent needs to bring in services from other departments he or she will do so while retaining overall responsibility to deal with the customer and to ensure the case is closed satisfactorily. There will be no passing from department to department. This is something we all find frustrating about call centres. After all even the team at Ufindus have to call our banks call centres on from time to time so we know what it is like.
In addition there will be regular messages by email and text message when we are sorting something for the customer to keep them informed and access to a case notes screen to see the full details of what is happening.
This system will start development next week and will be implemented for post and email support early in January and during the first quarter for all support enquiries.
We are sure at Ufindus that this will ensure our customers get from us the highest level of support and something they are not only used to not expecting from us but over and above anything they are used to in everything they do in life.
We aim to make our customers call to Ufindus as painless as possible. I am only sorry we didn't do this earlier but sometimes we all have to learn where we went wrong so we can do a better job of things in the future. This will be a great new service for Ufindus customers.
Following this meeting we have decided to introduce a new system called QAD that we handle support calls and post in an entirely new way and reminiscent of the way old way companies used to handle their support. Most importantly when our customers call or email support in the future they will get to deal with the same person in the majority of cases while their issue is resolved. If that agent needs to bring in services from other departments he or she will do so while retaining overall responsibility to deal with the customer and to ensure the case is closed satisfactorily. There will be no passing from department to department. This is something we all find frustrating about call centres. After all even the team at Ufindus have to call our banks call centres on from time to time so we know what it is like.
In addition there will be regular messages by email and text message when we are sorting something for the customer to keep them informed and access to a case notes screen to see the full details of what is happening.
This system will start development next week and will be implemented for post and email support early in January and during the first quarter for all support enquiries.
We are sure at Ufindus that this will ensure our customers get from us the highest level of support and something they are not only used to not expecting from us but over and above anything they are used to in everything they do in life.
We aim to make our customers call to Ufindus as painless as possible. I am only sorry we didn't do this earlier but sometimes we all have to learn where we went wrong so we can do a better job of things in the future. This will be a great new service for Ufindus customers.
posted by Stuart Forrest at
17:14
0 Comments:
Post a Comment
<< Home