For over two decades we have served many operations, warehouse, technology, and plant managers with the development of our WMS and Shipping Solution. We also have a vast amount experience with VARS (Value Added Re-sellers), Consultants, and other industry experts, all of which have provided us with a unique perspective into customer service and satisfaction. Here are some examples of excellent customer service points:
1.) Honesty in the Sales Process
Just like certain industries (car sales for example), software sales and service tend to get a bad rep. The best technology companies ensure that there is 100% transparency during the sales process. This means answering questions directly, explaining existing capability vs. future development, and being honest if you don’t know the answer. The best salespeople need to be knowledgeable with their products but humble with their answers. Good customer service starts with setting the correct expectations and attempting to avoid surprises.
2.) A Structured Implementation Process
When implementing new technology, it is very important to have a structured process in place. This starts from sales, contract reviews, and project kick off, testing, documentation, training and deployment. We have a word in our business called “Cowboy Code”. There are so many awesome developers out there and sometimes it may just be their environment … but if any new development does not have testing or detailed documentation, it will lead to issues. And those issues translate to unhappy customers.
3.) Empathetic Consultants
No matter how carefully you plan, things can go wrong. It is important for those working in the Tech Field and those dealing with the general public to empathize with you. If someone genuinely understands your feelings and frustrations and has a team to back up a resolution, it makes for excellent customer service.
4.) Clear Communication
The best results occur when communication is open from both ends. This involves asking questions, researching said questions to provide the most accurate information, keeping one another up to date on all project development, and making an effort to really listen to each other’s needs and suggestions. Some of our best implementations have included weekly meetings with the client. This allows us to keep constant and productive communication throughout the process.
In conclusion, we cannot stress enough the value a human touch brings to customer service in the tech field. There are so many details that factor into creating a lasting relation with a client and each of these points help ensure that relationship is successful and beneficial to both parties. Set your expectations clearly, be honest, work together to create a plan of action and structured implementation process, be empathetic, listen, and communicate openly! These are the keys to providing excellent customer service in the technology field.
