We are thrilled to announce that we have been nominated for the “Excellence in Customer Service” category at the Kent Business Awards 2024, hosted by the Kent Invicta Chamber of Commerce. This nomination is a testament to our unwavering commitment to one of our core business values: customer service is everything.
At the heart of our success is our Employee Owned business model. We’ve been Employee Owned since 2018, and this unique structure has allowed us to foster increased collaboration and ensures that every team member is deeply invested in the success of our customers. By treating our customers’ businesses as if they were our own, we focus on doing the right thing at every opportunity, minimising pain points and ensuring our customers can perform their jobs seamlessly.
Our dedication to customer service is reflected in our meticulous approach to feedback. We record all feedback from our helpdesk and project tickets on a platform called SmileBack, sending a quick form out to all customers upon the resolution of an issue. We pay close attention to it, reaching out personally to customers when a negative review is left. This allows us to truly understand the issue and ensure it is not repeated in the future. We are able to assign tags to the feedback, and determine if trends are emerging within our processes, for example, if our communication methods are causing disruptions across a few customers, we can identify bottlenecks internally and implement company-wide fixes so that our service is more efficient for our customers and ourselves.
Below are some of our highlights from the SmileBack platform, with records dating all the way back to 2015! We also share some of the feedback left by customers on our LinkedIn, celebrating the hard work of individuals of the team, as well as a monthly recap of our services as a whole, so make sure to follow us there to stay up to date. You may just see your own comments there!
