Steve Ding with customers at the BETT SHOW
If you over deliver in business customers keep coming back. This is something Webanywhere strives to provide through our “Stretch Beyond” mantra – we don’t just want to meet expectations, we want to exceed them by going the extra mile.
Having a “WOW” customer experience means delivering small acts of kindness and making everyone feel especially important. Webanywhere focuses on 4 main areas to ensure our customer experience is second to none.
We endeavour to deliver great service to our customers. All phone calls have to be answered within 20 seconds and we allow our staff to talk to customers for as long as is needed – however long the customer is comfortable with. As long as they’re happy we don’t care. We don’t use customer care scripts and instead trust our staff to deliver a personalised experience to each customer.
We surprise customers by including product features and extra services they just don’t expect. This might be as simple as a hand written thank-you note or perhaps free usage of one of our software apps – this is our way of saying thank-you.
Webanywhere Staff Christmas 2014
Having knowledgeable staff on the end of the phone is very important, and as a learning company we encourage our staff to become learning animals. Our own internal LMS (based on the same Totara packages we provide to clients) ensures that new staff are well-trained in our company policies, products and processes. We like to front-load the staff training so we don’t damage the customer experience further down the track. Every time a task is cleared in our CRM we ask customers to rate the task and give feedback. This data is then used for further training and process improvements. There is always room for improvement when it comes to the quality of our service.
Speed equals value and, in an increasing digital world and with the speed of the internet, people are becoming less and less patient. Our engineers understand this and create software and websites which load quickly, saving you time. We have strict service-level agreements that we measure and manage in order to address support tickets and customer change-requests in a timely fashion. When customers log issues we call them back straight away in order to guarantee that we understand their requirements and that progress updates are forthcoming.
Our philosophy is “WAW WOW Customers” – Webanywhere WOWs Customers – and we exemplify this in everything we do!
