By: Jon Gage
According to a recent survey conducted by American Express, 3 in 5 Americans (59%) would try a new brand or company for a better service experience.
Think about that for a minute – at any given time over half of your customers may be looking elsewhere. What’s even more telling is that according to the same survey 7 in 10 Americans are willing to spend more with companies that they believe provide excellent customer service.
So let’s step back and think about what this means for an organization in 2017. Not only are companies at risk of losing their customers, they’re losing them to more expensive alternatives! The reason for this is simple: More and more companies are skimping on customer service as a way to cut costs. Whether it’s reducing qualified service personnel, routing all phone calls to frustrating Interactive Voice Response systems (“Please listen to our menu options as they may have changed”) or hiding behind a dead-end support email address, it seems that consistent quality service is getting harder to find. Even more egregious are companies that outsource or offshore their support organization to teams that have never even seen the products they’re supporting! We all know the painful experience of being walked through a script only to be told “I’ll need to bring in a second level technician”.
As the founder of McDonald’s once said, “If you always put your customer first, success will be yours”. That motto mustn’t end with the sales process but needs to continue through the entire life cycle of a customer relationship. At Creditron we strive to live this every day – customer support is a vital part of our mission statement and something we take very seriously. Our regular customer support surveys yield an average rating of 4.8 / 5.0, thanks in a large part to the many factors that make up the Creditron difference:
- 80% of calls are answered by a live operator
- We allow our customers to connect instantly with a support rep via Live Chat on our website
- All inbound cases (including those sent to our support email address) are immediately logged in our tracking system
Most importantly however, we recognize that the goal of providing excellent customer service is a journey & not a destination. Remember:
Creditron’s software solutions are 100% developed and supported by Creditron employees in North America.