Leveraging Technology to Deliver an Amazing Customer Experience

As a service based business with more than 80,000 customers nationwide, it’s critical that we look beyond traditional service methodologies as we support each of our valued customers with a goal of delivering an amazing customer experience.

Over the past decade, we’ve witnessed a monumental shift for numerous organizations – small and large, moving from traditional call center environments to online self-service support. While it’s critical that we capitalize on the value that technology delivers in terms of cost savings, consumer expectations and 24/7/365 accessibility, it’s also important that we not lose sight of providing options to our customers, ensuring that we have a support medium that works for them, when they want – or need – it.

In the last two years alone, our company has introduced a variety of new self-service support alternatives for our customers including:

  • Website – Enhanced support section of our website, with broadened FAQs, convenient and simple online forms for account updates, and a myriad of quick reference guides.
  • Portal – New, customer focused, secure portal with access to service and support, business management tools and a slew of value-added products and services.
  • Mobile – New, mobile based (smartphone or tablet) support application for service on-the-go.
  • Live Chat – Secure, online access to chat with one of our experienced support specialists to assist with issue resolution or account questions.

 

And, it doesn’t stop there. We’re also investing in new technologies internally, including a new ticketing system and a holistic customer relationship management (CRM) platform. These internal investments are as critical as those that offer self-service access as they support our customer support and technical service representatives and help them improve their efficiency, access more detailed information and deliver an enhanced overall experience for our customers. 

Regardless of whether you’re investing and leveraging technologies internally or externally, in the world of operational support, it’s never a one and done. Technologies evolve as do customer expectations so it’s important that the team remains focused on continuous improvement over time.