Consider this scenario: You call a company ready to discuss an issue or resolve a problem only to be greeted by an automated system that requires you to enter a series of numbers and phrases. You then wait, listening to Musak, only to have to repeat the process to a live person, who may or may not be able to help you depending on their experience or third-party involvement.
Has this ever happened to you?
It has to us. It’s frustrating and is the exact opposite of how we do business.
COATS knows you’re in the people business – and so are we!
We know your time is valuable. So we have not automated our customer service.
Our systems support team consists of caring professionals who answer the phone and add your ticket to the system. If you do have to leave a message, someone from our team will generally return your call within the hour, and always before the close of business. We won’t leave until we have responded to you.
“As an employee with 23+ years of experience in the staffing and staffing software industry, customer service and retention are our priority,” said Lisa Gordon, COATS’ Systems Support and Development Manager. “We strive to listen to our clients and meet their expectations to ‘do it right the first time.’ Our goal is to always address an issue immediately when they arise and be a part of your team to get you back on track.”
Our people take the time to listen to your complete question and then will ask questions to ensure they thoroughly understand your concern. We will then answer the question in detail and, if needed, log in to COATS with you and walk you through the process.
We also offer free online videos and white papers, should you be interested in working through the process on your own.
Why do we do this? Because we want you to understand and love our product.
“COATS is dedicated to this philosophy of helping people, as we are nothing without our customers and their input,” said Gordon.
Staffing is all about people. And it takes people to help people.
Read more about customer experience from the Harvard Business Review, but in a nutshell:
In our research and consulting on customer journeys, we’ve found that organizations able to skillfully manage the entire experience reap enormous rewards: enhanced customer satisfaction, reduced churn, increased revenue, and greater employee satisfaction. They also discover more-effective ways to collaborate across functions and levels, a process that delivers gains throughout the company.