Posts Tagged ‘support’
Monday, July 30th, 2012
“Very quick response. Sent exactly the information that I needed.”
“Your trainer has been amazing! I have learned so much especially with her help and patience. You guys have been so attentive and aware of our needs and I can’t thank you enough for your time, energy and patience!”
“Your support is by far the best in the industry. Thank you!”
“We had initially looked at one of your competitors but felt the ReServe Interactive software met all of our needs. We were also very impressed by your attention to detail in answering all of our questions and setting up the software for us. We love working with a company focused on providing top notch customer service.”
“Thank you! It’s especially nice to call the help desk and get a live person without having to wait or press a bunch of buttons on the phone!”
“Awesome staff … thank you! ReServe support has seriously been the most responsive, easiest people to work with. Thanks a lot!! When I start my own business I will use your software for sure!”
“I can’t even begin to tell you how helpful your staff is (and has been) every single time I have needed to call. It’s not very often, but everything is handled immediately and so efficiently. Thank God you guys are there!! Absolutely top notch service.”
Friday, March 19th, 2010
This month, we’re excited to launch ReServe University. We’ve been working on this feature for awhile and it’s finally ready to share with our customers. ReServe University is a new tool for support subscribers that gives them access to all of the training and support services we offer, including a Training Library, Classroom, Help Desk and Support Resources area.
From day one, we’ve wanted our customers to get the most out of their software. Now, with ReServe University, our customers can easily take advantage of our comprehensive training offering. Everyone from hosts to catering sales managers, users in all areas of operations, can get advanced training for each of our software modules, including specific product features.
From downloadable documents and presentations to recorded webinars and interactive training sessions, our users will haveeverything they need; in addition to the one-on-one training and support we’ve always provided, to unlock the full potential of their ReServe Interactive experience.
Category Corporate News, customer service, General, Product Support and Training | Tags: Tags: customer service, Help Desk, product support, ReServe Interactive, ReServe University, support, support services, Training Library,
Wednesday, March 3rd, 2010
We challenge ourselves continually to improve our internal processes so that we can enhance our customer service and support offering. One of our processes includes tracking our response time for support cases that are submitted to our Product and Technical Support Services Team. In January and February of this year, we opened approximately 1,000 support cases and more than 99 percent of those calls were for product configuration and implementation questions, new feature requests, and training and product upgrade queries. From the time the case was submitted, whether by voicemail, e-mail or via the web, the customer was contacted within 3 hours and most cases were resolved or closed within an hour. In addition, we’ve received 1,184 direct calls to our live Call Center. We think it’s important that our customers be able to talk with an actual person, rather than an automated system. Our 2010 statistics show those Call Center calls were answered, on average, in just under a minute, with 83 percent answered within 30 seconds.
We follow up on each closed support case with a survey sent directly to the customer, asking each customer to rank us on a scale of 1 to 5 with 5 being Excellent. Since the beginning of the year, 97 percent of our customers have given us a rating of 5 in regards to our response time. Ninety-seven percent of respondents gave our support technicians a ranking of 5 when it comes to technical knowledge and helpfulness.
In addition to ranking our service, many of our customers leave us messages or supporting comments that help us in evaluating our processes. Some of our customers just like to share how they feel about us. Holly Young, Event Sales Manager at Butte Creek Country Club, said, “Thank you! It’s especially nice to call the help desk and get a live person without having to wait or press a bunch of buttons on the phone!”
Thank you, Holly! It’s a pleasure serving you and all of our customers.
Wednesday, January 13th, 2010
I Googled the word ‘partnership’ and found this definition: ‘a relationship between individuals or groups that is characterized by mutual cooperation and responsibility, as for the achievement of a specified goal’.
I love this definition. It says what we feel about our customers and our technology associates.
We’ve been committed, from day one, to being more than a vendor/supplier to a group of nameless, faceless individuals. We work hand-in-hand with our customers to make sure they have the right solutions they need and get the results they expect. We are intimately aware of our customers’ daily operations, ensuring that the product we provide is more than just a disk they install on their hard drive.
The key to this commitment is partnership. We need to work together with our customers to further develop our software in such a way that it continues to meet their changing needs. Partnership helps us to achieve this goal.
Two-way communication is an important part of the partnership. Not only do we need to hear from our customers, but we need to listen to their input. We need to share with our customers and keep them aware of our plans as we move forward. This mutual sharing of information makes all the difference.
When we choose to work with a technology partner, like Meeting Matrix or Club Soft, we keep the same ideas in mind – communication, openness to share and a willingness to listen. We want our technology associates to share similar philosophies and business practices so that the products and services we provide are consistent on all levels.
We believe in partnership. It impacts how we conduct business and how our long-term relationships are established.
Tuesday, October 20th, 2009
As Chief Customer Relations Officer, it’s my responsibility to measure and manage our customers’ satisfaction from both a product and service perspective. We do this through a variety of channels including one-to-one conversations, customer user groups and monthly survey campaigns. We also distribute an automatic survey to customers upon resolution of every support case.
In September and early October, we surveyed on service and support experiences, focusing on our customers’ opinions regarding the knowledge and courteousness of our product support staff; the timeliness of the response they received from us; as well as how likely they were to recommend us to someone else.
We randomly selected 500 customers for this survey and received a very encouraging 10 percent response rate.
Out of a ranking structure of 1 to 5, with 5 being the highest score we could receive, 98 percent of respondents found us very helpful and 95 percent found our staff extremely knowledgeable. 93 percent of our customers rated our responsiveness to their support inquiries extremely timely. Most importantly, out of the respondent pool, 92 percent of individuals said they would recommend us to one of their peers.
Respondents also had the opportunity to leave comments regarding their answers. With their input, we can continue to enhance our product and support services to ensure our customers are not only working with a good product, but with a company that responds to their needs and exceeds their expectations.
Customer surveys represent just one method of gathering information to build long-term relationships with our customers. Their input is a powerful driver for our organization and continues to impact how we expand our product and service offering.