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 do we provide superior customer service?
The key to providing superior customer service is to go above and beyond for our customers. We aim at being responsive to all their needs and inquiries. We are knowledgeable about solutions related to translation and interpretation and we will provide you sound advice once we identify the problem; we are honest about what we don’t know. We are quick and courteous and on all of our communications and we use our translation management system Iris as well as our CRM to make sure we provide you the quickest and most appropriate service.
We are responsive to our customer needs
The first step to providing 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. All of our inquiries are responded within hours and most of our quote requests within 1 day. That way, no matter when our customers need us, someone will be there to help them.
We are knowledgeable about 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 your 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 members with communication skills, business acumen and creative problem solving.
We use technology
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.