UC providers have long suffered from reputations for providing poor customer service. Too often, vendors have focused on new sales at the expense of supporting customers and, in a high-growth industry, too little attention has been given to customer service. Now, with large global providers serving enterprise customers entirely online, in some instances only the largest companies can attract customer service attention from their UC providers.
Duncan Ward
“It’s true that in the past industry customer service hasn’t been where it should have been,” acknowledges Duncan Ward, the Chief Executive Officer of Enreach UK. “UC providers have targeted sales, placing all their resources on getting customers to the point of sale rather than focusing on the entire customer journey. This needs to change but trying to serve customers and their individual needs can’t be achieved effectively without providing individual support and investing in relationships with customers.”
“Even before the pandemic, customer service was not a priority for many UC providers and this weakness has been further highlighted as people have needed support to work remotely with hybrid working becoming a long-term solution,” he adds. “UC providers therefore need to focus on the complete customer journey to ensure usage rates are increased through effective training, to help users maximise productivity and to make customers aware of new products and functionality that can help them to achieve their business goals and save vital costs.”
Ward thinks that Enreach UK is ideally-positioned to suit the needs of enterprises of all sizes because the company thinks on a global scale but doesn’t forget the need for individual customer service. It draws on its heritage as a UK-based provider of telecoms services alongside its more recent status as part of the wider group of UC-related companies. This has given the company access to Enreach’s technologies and services such as AI-enabled chatbots to provide additional methods of customer service and enabled it to draw on experiences Enreach has gained in other markets.
“We’ve been finding the balance between being a UK service provider and being part of Enreach,” Ward explains.
“This means, even though we’re bigger, we’re all about providing great customer experience because we have the local presence as well as the scale and capabilities from across the group”
For Ward this means enabling Enreach UK customers to speak to a human every time they get in contact as well as being able to access 24/7 support, interact with a dedicated account manager and to receive service from the company’s in-house engineers and product experts. To improve customer service, Enreach UK has appointed a new Head of Customer Experience and is using its own technology and products to serve customers’ needs.
“By focusing on the customer journey and supporting this with our people, products and technology, we believe we are setting ourselves apart from what other providers offer,” says Ward. “We have local sales agents across the country who will work to really understand customers’ needs and then we support customers with our local in-house engineers, product training personnel and account managers. We offer the best of both worlds – local service with the best offerings and technology from a group with global scale.”
from UC Today https://ift.tt/3oelgVp
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