What’s New in Customer Service?
In April, 2014, Andy Berry joined the Nautel support team as Manager, Customer Service.
An explorer at heart, Andy has a passion for discovering new ways of enhancing the customer experience.
Here are Andy’s highlights of what’s new in customer service:
We’ve now completed the release of version 4.0 software for all our major transmitter product lines. This was the culmination of years of effort, including hundreds of fixes. The most recent one is GV 4.1, which came out at the end of September.
GV SW 4.1 introduces additional features enhancements including:
The recent GV Release 4 Features webinar is an in-depth, roll-up-your sleeves look at how to configure and put all of these extensive capabilities to work.
Customer Service Pulse Survey
I like to think of customer service as “the other part of the product.” When customers buy a Nautel transmitter, they’re getting more than just the hardware. They’re also getting the peace of mind that comes from being supported by a dedicated and knowledgeable support team.
Being new to Nautel, it was important to me to make sure that our customers are actually enjoying the peace of mind that the Nautel Customer Service brand promises. To do this, last month we surveyed every customer who had called in for support over the last year and asked them two simple questions: how easy had we made it for them to get back to where they needed to be; and, would they recommend us to a friend?
To be honest, I was blown away by the results. Our customers gave us a Grade A when it came to making things easy (87% said they agreed or strongly agreed that we made it easy for them), and they displayed a loyalty rating that rivals the global leaders of the automotive, smartphone, and online retail industries.
That being said, it wasn’t all roses. Some of the feedback reinforced the need for us to become more efficient in our processes, and to find better ways of assisting our customers, regardless of their technical aptitude. I take these matters seriously and will be working with my team to make things better.
I consider keeping the promise of providing “peace of mind” to our customers as critical. So, please feel free to let me know how we’re doing by emailing me directly at [email protected]. I look forward to hearing from you!