All this talk about customer service being the ‘first priority’ amounts to nothing if it’s not translated into action; GT Software , which helps businesses unify business information, has hence made sure it’s getting its priorities straight by elevating its much touted customer service to a higher plane.
“While customers have always been highly satisfied with the service GT Software provides, we’ve taken it to a whole new level now,” observed Brad Bower, director of quality assurance and support for GT Software.
Half the battle in delivering outstanding customer service lies in developing quality products that customers need, and the other half lies in extending dedicated customer support. That’s why GT Software decided to broaden its support services by implementing the industry’s leading support software system.
It’s always good for organizations to know how they rank within their industry, and with similar companies; GT’s new solution gives them a way to do this too. It offers benchmark reporting so that customers can measure themselves against their peers.
Apart from providing integrated support systems for all its software product in one central interface, GT Software allows customers to interact with them in the way they want. Quicker response time to service requests and real time instant updates to accounts, plus a contact specialist empowered with a holistic view of all previous requests, defines the company’s customer-centric services approach.
“Superior customer support is important to GT Software, and adding this valuable service software solution allows us to be even more responsive to customer needs by providing an intuitive, easy-to-use interface where our specialists and customers can interact on a one-on-one basis without scripts or pre-determined screens,” said Pamela Bartz, vice president of marketing for GT Software.
GT Software used the benchmark feature of its new solution to assess its own performance in several customer service areas, and predictably emerged with a satisfaction rating of 97 percent, and a first reply time of 6.10 hours, exceeding industry averages in both cases.
“Every customer is unique, and our ability to listen to, and address, each customer’s needs should be just as flexible-- At the end of the day, meeting our customers’ needs and providing exceptional support drives what we do”-- that’s the mantra that GT Software appears to have lived up to.
What tribute can be better for a company than customer appreciation? GT Software’s support services were lauded by customers in the financial and insurance sectors.