At VASoft, we believe that exceptional customer service starts at the top—it’s a company-wide ethos. From the CEO to the janitor, and in every part of your organization, customer service should be a priority. If your business is truly focused on serving customers, your contact information should be easily accessible on your website, social media, and every piece of communication, from emails to letterheads.
As a customer, I expect to be recognized when I call. If I’m in your database, your system should know “it’s me.” While I understand the need for security verification, that can be done once I’m speaking with a person. The days of repeatedly providing my phone number or account information are long gone. Your telephony system should identify me when I call, automatically display my details to the agent, and have the necessary verification questions readily available—without making me jump through hoops.
I also expect modern conveniences like callback options, but without navigating a 10-option deep menu. Every interaction I’ve had with your company, from the IVR, voice recordings, CRM integration and interactions, or other channels, should be logged and accessible to ensure seamless service.
If your call center isn’t meeting these standards, give us a call. At VASoft, we provide the tools to elevate your customer experience and streamline your operations.