The Power of Superior Customer Service

In today’s business world, the customer is always right. That’s why it’s so important to have a customer service team that is responsive, knowledgeable, courteous and tech savvy.

How we provide superior customer service

The key to providing superior customer service is to go above and beyond for our customers. We seek to address all their needs and inquiries. We are knowledgeable on solutions related to translation and interpretation and we will provide you with sound advice once we identify the problem; we are honest about what we don’t know. We are quick and courteous on all of our communications and we use our Translation Management System, IRIS, as well as our CRM, to make sure we provide you with the quickest and most appropriate service.

We are responsive to our customer needs

The first step to providing a superior customer service is to be responsive to our customers’ needs. This means being available when they need us and being able to answer their questions quickly and efficiently. We answer all inquiries within hours and most quote requests within the day. That way, no matter when our customers need us, someone will be there to help them.

We are knowledgeable on solutions related to translation and interpretation

The second step to providing superior customer service is to be knowledgeable. This means being able to answer the questions that our customers may have about translation, localization, interpretation and other language-related issues. It also means being able to make recommendations about technology and ideal approaches. In order to accomplish this, we have a dedicated Customer Success Team, Project Managers with specific industry knowledge and Sales Consultants with extensive technology expertise.

We are quick and courteous

The third step to providing superior customer service is to be courteous and respectful of our client’s time. This means being patient with our client so they understand what is being proposed. It also means going out of our way to help them solve their problem even if it takes a little bit longer than usual. In order to achieve this, we train our client-facing team with communication skills, business acumen and creative problem solving.

We are tech savvy

All interactions with our clients go through our CRM and our Translation Management System, IRIS, to provide quotes in an instant, interact with our Project Managers and review past communications with our client.