A Focus on Customer Service
“A perfect product, delivered late, feels like a defect. (And the timeline for what customers consider “late” is continually getting shorter.)” Mitch Solomon for Forbes.com
At AccessDirect, many of our customers are new and small businesses who are growing and operating with a very small team. This means the business needs change quickly and small teams are often found racing the clock to take advantage of new opportunities.
Such was the case when a client called me last week — he had great news about growing arts and lifestyle publication, but was in a panic because facilitating a deal meant that he had to send a fax — that very same day.
Over the past few years, many internet companies have purchased our services to run their online business without a traditional office — they need a professional image, phone number, call routing, auto-attendant and voicemail-to-email so that they can run their company online and on the go. Many new and young entrepreneurs haven’t seen or used a fax machine since they left the big corporation world months or even a whole decade ago.
Instant Communication is Essential for Customer Service
Such was the case with the online publisher — he needed to send a fax, and was calling with the hope that he could send one with his virtual PBX number. The outbound fax feature was not available when he opened his account with us, but is available on our new platform. He called in the morning and needed the functionality active before the end of business. We were able to transfer his account onto the new platform, redirect his calls, and have him set up in time to meet his deadline.
Our tech-savvy publisher was able to get the fax sent out in time, and here at AccessDirect, we look forward to watching the publication grow, and offering ways to help as technology changes.
We’ve seen a lot of changes to telephone technology in the past 17 years, and understand what small businesses need to grow and adapt. When you start out, your needs may be very basic. As your business grows and develops, so do your functional requirements and business practices.
We’ve developed our customer service practices to serve this quickly adapting environment.
In an era where it is easier to connect than ever, we believe that it should be a golden age for customer service! How have your needs changed as your business has evolved and flourished?