Posts Tagged ‘Customer Satisfaction’

Support Feedback: We Need You

Tuesday, August 23rd, 2011

Posted by: Michael Nardini, VP of Customer SatisfactionMichael Nardini, VP of Client Satisfaction

As Dydacomp strives to increase customer satisfaction and improve the quality of our technical support,  your  feedback is an essential tool to help us reach our goals.

You may have noticed that once Dydacomp Technical support has successfully resolved your Mulitchannel Order Manager or SiteLINK eCommerce issue,   you receive an email confirming that your support ticket has been closed.  Within this email you will notice a link to Dydacomp’s Technical Support survey. This survey only takes a few minutes to fill out, but provides us with important information.

Your feedback is one of the most valuable tools we use to evaluate the effectiveness of our support reps. Your survey responses also enable us to discover new methods  that can  improve your  overall experience with Dydacomp support.   The survey can be found at: http://TechnicalSupport.questionpro.com

The Support team is available Mon – Thurs 9 AM – 6:45 PM EST and Fri 9 AM – 4:45 PM EST by calling 973-237-0300. You can also contact Support via the online ticketing system by clicking here.So next time you receive an email informing you that your support ticket has been successfully resolved, please take a minute to evaluate your experience with Dydacomp Technical Support.

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Dydacomp Technical Support Customer Satisfaction on the Rise

Friday, May 6th, 2011

Posted by: Michael Nardini, VP of Customer Satisfaction

As part of a continued effort to improve our customer satisfaction and the quality of the technical support we provide, we have been conducting a support survey to gather feedback. We received a number of helpful responses and wanted to take a minute to thank all clients who participated in the survey.

One important task for a Dydacomp Support representative is closing a ticket in a timely fashion. According to the survey 67% of clients saw a ticket resolution time of under an hour. 87% of the tickets opened were resolved in less than three hours.

Our Dydacomp Support team works hard to resolve your issues and we pride ourselves on the ability to answer and solve any issues our client’s have running their businesses on M.O.M. We work hard to train our staff and keep them up to date on all of the ins and outs of M.O.M. This training has proven effective as 99% of the customers surveyed felt that our support techs were knowledgeable and competent and handled their issues with courtesy and professionalism. To build off this statistic, 93% of the customers surveyed rated their experience with Dydacomp technical support representative in the very Satisfied to Extremely Satisfied range.

 

Some other positive feedback  included:
“Outstanding! No waiting, no call backs. Well done. Thank you.”

Steve Deters, JDS Marketing

 

 

“I’m very pleased with everyone I’ve worked with in Technical Support.“

Christy Parsons, EHorse Equipment

“Thank you for your speedy response and resolving the issue. I am very satisfied and appreciate your assistance. Two of your technician contacted me and both Jackie and Ken are very courteous and knowledgeable. ”

Eriko Fong, Lion Coffee   

 

 

“Your response time has improved a million percent; Thank you! Dennis is very  knowledgeable, it is a pleasure to work with him. He is very patient.”

Jamil Abunassar, Jad Business Services, Inc.

We appreciate the positive feedback and are continuing to work to give all Dydacomp customers the best customer service experience possible. We know how important your business is and we strive to help you keep it running efficiently.

 

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The 411 on Negative Feedback

Monday, March 14th, 2011

Posted by: Michael Nardini, VP of Customer SatisfactionMichael Nardini, VP of Client Satisfaction

Negative Feedback Travels Fast (source: Internet Retailer)

  • 1 in 4  (26%) people surveyed stated that they are more likely to share bad experiences with family and friends than good experiences.
  • Survey also found that 31% of those customers who share negative experiences were actually “loyal customers” who are actively engaged and most likely to recommend the product in the first place. The survey found that the loyal customers are more likely to share bad news than any other customers group.

What your approach should be:

  • Customers have many channels to share their frustrations and bad experiences.  Social media is a great way to combat these negative reviews and turn the situations around so your company is able to benefit.  To use social media effectively requires your business to listen, interact and react.
  • Listen: Monitor social media networks for mentions of your business. Another social media option you can offer customers is an area to engage with other customers (such as an open user forum) and to discuss your brand. Here you will be able to manage and use both negative and positive comments as feedback to improve your business.

Once you have located negative feedback take the time to understand the cause of the comments. Usually complaints occur due to unmet customer expectations or negative interactions with company employees. Mashable recently included a great article on how to handle negative feedback. I thought I should share the key points with you:

  • Get to the bottom of the issue: Take time to thoroughly understand the motivation behind the negativity. Is it a support issue, problem with an employee, or any of the number reasons? Figure out what the problem is and your solution before you reach out to address the issues.
  • Reach out and acknowledge your customers complaint. Most problems can easily be resolved because ultimately your customers would more likely than not have the issue resolved.
  • Act fast: The longer people have to think about the negative experience and dwell on it the harder it will be for you to change the situation. Fast action will help you as a customer might even change that negative experience to a positive one if you are able to quickly resolve an issue.
  • Treat each comment/issue individually. This is your opportunity to alter your brand image in your customer’s mind. Take the time to figure out the solution and do the most you can to get the issue resolved. Don’t simply refer them to a 1-800 number, rather try to resolve the issue even it means seeking help from coworkers.
  • Act professionally: Even if the issue escalates and you find yourself under attack. Remain calm and remain professional. You are representing your company in the social realm and no matter what you do you cannot have a “do-over”.
  • Provide a Resolution: After you have fixed the issues, experience or conflict that resulted in the negative feedback, let the customer know. By communicating with you have done or what they should expect will help rebuild customer trust for your business.

Don’t take my word for it, look at the facts:

A report from RightNow Technologies Inc. found that following an interaction with a retailer, 34% of consumers deleted their original negative review, 33% posted a positive review and 18% said they became a loyal customer.

How does your business handle negative feedback from customers?

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