Never has the saying, “you snooze, you lose” been more prevalent than in today’s fast-paced world of service. Remember, your customers have a number of choices these days…and most of these choices are only a click of the mouse away.
Regardless of the industry, service still sells…period! The challenge is, “How do we offer excellent service in a timely manner while doing so in a cost-effective way?”
We recognize that when it comes to service, there is no “One Size Fits All” solution. iLinc has always had a great reputation for our service. But as we’ve grown, so has our need to expand the ways in which we support our customers.
Because our customers tend to be pretty tech-savvy - we would fail greatly if we only offered support by phone. Here at iLinc, we offer a number of support options through a well-managed knowledge base, a frequently asked questions section, online helpful tips in our user guide, email support and of course a toll-free technical support line. We also offer free training to our customers through our training resource center where a customer can attend a live training session or access a library of recordings and tutorials on a number of topics. We also believe that if we are to be successful, it all starts with a strong adoption process during the initial implementation stage. Seriously, this is where an ounce of prevention is worth ten pounds of cure.
We have also introduced iLinc’s user community called myLinc. As an iLinc user, you can participate in our online forums by communicating with other users and interacting with iLinc employees. As an example, we have a forum that focuses specifically on future product feature enhancements.
We of course also use our own product to support our customers. Using SupportLinc™, we not only get to see the customer’s problem but we get hands-on access to it. This greatly speeds up our ability to resolve issues. If you are not using a remote support tool like SupportLinc™ you are missing out on an incredible customer loyalty builder.
Finally, I will mention that all of our support mechanisms are based on feedback and suggestions from our customers. Again, we do not believe that when it comes to service “One Size Fits All” and therefore listening to our customers is paramount. To improve our channel of communication with our customer base, iLinc recently introduced a tool called CustomerVoice™ from Allegiance™ with the sole purpose of improving how we gather, respond and react to what our customers are saying. If you feel like giving us feedback now, go check it out.
Service sells! And if you don’t believe me…well, hopefully you’re a competitor.
Posted under Audio Conferencing, Web Conferencing
This post was written by admin on April 4, 2008
