We have served many operations, warehouse, technology, and plant managers for over three decades with our ERP, WMS, and additional technology offerings. We also have extensive experience with VARS (Value-Added Resellers), Consultants, and other industry experts, giving us a unique perspective on customer service and satisfaction. How do you give the best customer service in a highly technical or mission-critical application? It’s more than possible and starts during the sales process.
Honesty in the Sales Process
Like specific industries (car sales), software sales, and service tend to get a bad rep. The best technology companies ensure 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 about their products but humble with their answers. Good customer service starts with setting the correct expectations and avoiding surprises.
A Structured Implementation Process
When implementing new technology, it is essential to have a structured process in place. This starts with sales, contract reviews, project kickoff, 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 lacks testing or detailed documentation, it will lead to issues. And those issues translate to unhappy customers.
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. We understand the challenges you face and we’re here to support you, not just as a service provider, but as a partner in your success.
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, ensuring you’re always in the loop and your needs are being met.
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 relationship with a client, and each of these points helps ensure that the 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.
