A commitment to ‘exceeding expectations’ is the secret behind Webexpenses industry leading customer support.
Head of customer support, Gillian McKearney, talks about how the company has been able to maintain a 98 percent client retention rate over the past five years.
It’s a customer focus which saw Webexpenses selected as a finalist for two prestigious UK Customer Service Awards last year, as well as being chosen as one of the UK’s smartest business in the “Smarta 100” award.
Gillian said: “Keeping customers happy should be the fundamental goal for all businesses but it’s so easy to lose sight of.
“At Webexpenses, it has always been at the heart of everything we do - from the features we develop on the software side, to the extensive backup and support we offer.
“Last year’s rebrand was a great chance for us to really start communicating this message much more effectively - to give a friendlier face to the company.
“One thing we don’t allow ourselves to be, is complacent, but the feedback we have from clients has been extremely positive and we’re proud of the bonds we are able to build.
“When customers choose webexpenses, they’re placing faith in us to provide comfort and peace of mind that only comes with top quality customer support.”
The company’s rebrand in 2012 included a company a new motto to ‘Always Exceed Expectations’, representing our commitment to maintaining industry-leading standards of customer support.
The company’s customer support has received 98 per cent satisfaction levels week on week, with each individual client being allocated a member of the team to act as a single point of contact.
Here are some of Gillian’s top tips for great customer service:
- Listen to your customers
- Respond to your customers as soon as they bring an issue to you even if you don’t have an immediate resolve
- Keep your customers updated regularly until the query has been resolved to their satisfaction
- Keep your promises
- Put yourself in your customer's shoes
- And always go the extra mile.
If you're interested in finding out more about what Webexpenses can do for you, please get in contact.