February 10, 2022
It is no secret that the goal of every business is to build a profitable and sustainable company. Finding and retaining talent, preserving privacy, security, and infrastructure, and delivering products and/or services to market are all important components of creating and maintaining a successful business. Developing a loyal and long-term customer base is also critical to the success of a company. The key to acquiring dedicated customers or clients is to provide exceptional customer service.
Across the globe, 96% of consumers say customer service is an important factor with regard to brand loyalty. However, as foundational as the importance of taking care of customers is, many companies do not invest in building an effective customer service team who understand what a customer or client wants or needs.
At BenefitElect, delivering unparalleled customer service is paramount. Our team focuses on the following three principles to ensure that each and every one of our clients has a first-rate experience:
BenefitElect’s approach to serving clients is best summed up in the wise words of Michael LeBoeuf, “Treat your customers like lifetime partners.” By developing strong relationships with our customers, we consistently discover new ways to make their experience the best one possible. Our goal is to build mutual trust and loyalty and create lifetime clients. Whether it is through providing customized reports or handling day-to-day concerns, we put our clients first.
When an issue arises, clients want, and deserve, swift resolution. Because 66% of people report that valuing their time is the most important component in any customer experience, we can confidently say that responding to needs quickly is the cornerstone of effective customer service. Numerous studies confirm the importance of prompt attention to a customer service question, whether that response is via phone, email, or message. In fact, 90% of customers rate an “immediate” response as important or very important. Furthermore, to clarify what constitutes “immediate,” the majority of respondents indicated a time frame of 10 minutes or less.
At BenefitElect, we always make it a priority to get back to our clients and resolve their issues quickly. Not only does our prompt attention demonstrate that we value our clients’ time, but it also conveys their importance to us. Our analysts correspond immediately with clients and give them a projected time frame for the resolution of any issue. In turn, our clients genuinely appreciate our transparency.
When it comes to knowing our customers and their needs, we take customer service a step further at BenefitElect. We assign two analysts to each of our individual clients in order to better serve them through constant and direct communication. These small teams are accessible throughout the entire partnership; the same analysts that build a client’s platform handle the day-to-day maintenance, reports, and other administrative duties. Our clients always have the advantage of knowing the people who are helping them on a regular basis.
This “one-on-one” type of partnership benefits our clients in time savings and increased satisfaction. We understand that clients want people who know them and their business, and we want our clients to know that they matter to us.
By zoning in on exceptional customer service, businesses can reap the benefits of loyal partnerships. With the focus on making a client’s life easier, customer service teams put the client’s needs first and deliver a great experience, boosting the company’s bottom line and contributing to a positive company culture.