As your client base grows, you will learn very quickly how important client service will become if you want to continue the growth and success of your business.
The 5 core values for successfull client service are:
- managing client expectations
- maintaining high availability
- practice courtesy and respect
- practice honesty in all communications
- be proactive in your service
At Shape.Net, we have been working hard to continally improve the client service area of our company. We have, as most companies do, learn the most from making mistakes. We have implemented procedures to best satisfy the effectiveness of the 5 core values of great client service that were mentioned above.
Since we are a software company, we understand that the best way to help our clients and to keep them satisfied is to offer effective software training. We provide new client orientation webinars every week. Addionally, we offer weekly webinars on specific areas of the software such as scheduling and financial reporting. There are four 2 day seminars every year (in different parts of the United States) where you can meet some members of the Shape.Net team along with sharing other ideas with businesses that use Shape.net. On-site training is also available.
Other areas of our client service is the ability for clients to schedule 10-25 minute live mini-training sessions to better educate themselves in areas they need the most training.
These sessions are available every day.
We also provide an online HELP Portal that gives the client the option to look in our knowledge base to see how to do something. There are also online videos to show the different steps needed to perform certain functions such as purchasing a membership or scheduling a personal training session.
If the client cannot find what they are looking for in the knowledge base, they can submit a support ticket. After the ticket is sent, an auto-email is immediately sent back to the client suggesting where in the knowledge base their question can best be answered. This is a great feature that we have which is accomplished by our software analyzing the email that was sent. This provides an immediate response to our client. Additionally, one of our client service reps will read the ticket and respond with the appropriate solution.
We also provide live phone support and will be introducing a Help On-Line Chat Feature in early 2011.
In Summary, there are many different client service tools that are available to our clients.
Management software can become very complex and can become overwhelming to an end user.
If the client takes the time to continually educate themselves with the power of the Shape.Net system, they will help their business grow along with taking advantage of the tremendous power of the internet.
Have a great day !!!
Larry
4 comments:
Mindbody.com allows their scheduling aspect of their program be shown on Google Calendar, this would allow me to see my appointments on my day planner, that are not training. Such as my meetings with new employees. Because Shape.net does not yet allow me to do that, I had a double booked appointment. It is an issue, your policy of not allowing any service ticket requests until Jan 15, 2011 is not great customer service. As a small business owner and one of your new clients it is also difficult to contact you. When I have submitted this request, I have been given a e-mail that says we will not listen until January. Frankly, if it weren't for Teri I don't know if I would have not switched to Mindbody. I would love to hear what your thoughts are on this.
We are working on the ability for smoother access with the scheduler via iPhone......our goal would be end of Jan/Feb.....please keep in mind, we apply about 10 enhancements every month to the system. Some software companies apply enhancements every 6-12 months. We do welcome all of the great ideas and suggestions. We appreciate the opportunity to help your businesses grow !!!!
Thats all well and good about how to provide good customer service however I am in Australia trying to integrate your product into my business and I am not getting good customer service.
All I get are emails with excuses and no one taking ownership of my training issues.
How easy is it to pass the buck or to refer to creating a ticket for support by a different department.
Its been almost two months now and I am still unable to obtain basic support to fully integrate your product.
Its really informative, some facts and other points given here are quite considerable and to the point as well, would be better to look for more of these kind for efficient results.
Hvac Service Management Software
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