Great customer support – what’s our secret?

customer support checking customer databaseAt Webroster we believe delivering great customer support has been key to our success, but how have we achieved that?

 

 

 

 

1. Getting it right first time: Over the course of the last 12 months 94% of Webroster.net customers who contacted us with an issue had their query resolved in the first instance.  With over 11, 000 Webroster.net system users this is no mean feat!

2. Having a great team:  They may be a little on the geeky side but our customer support technicians are a really nice bunch, we believe dealing with a friendly person on the end of the phone makes all the difference.   With customer service at the heart of our business Webroster also believes in giving employees the right skills to deliver excellent customer service.  With that in mind our 1st Line Customer Support Technician is working towards his Service Desk Institute exams and 2nd line has completed and passed his Service Desk Institute exams (SDI).  The SDI course is designed to promote the difference between a basic ‘help desk’ and a ‘service desk’.  A ‘service desk’ is designed to ensure over 60% of support cases are dealt with on first contact and means we conform the SDI quality and consistency standards.

3. Resolving problems quickly: Our customer support team work within clearly defined procedures, they also spend time onsite with customers learning first-hand about the issues they may be facing.  We believe that this insight gives us a much clearer understanding of our customer’s businesses and therefore enables us to fix issues quickly and efficiently.

Want to know more?  Call our customer support team on 01733 516030 or read more here.