It’s fair to say that working in customer service can be challenging especially when you’re providing an essential service for a business such as its phone or broadband infrastructure – both of which have been relied on as critical utilities during the pandemic.
It’s also a valid observation that throughout the pandemic, the customer service team at Enreach has well and truly risen to that challenge. Our support team has been working from home for over a year and no longer alongside teammates, as have many other teams across ICT support, which has been a big change to working practices. Coupled with an increase in support requests, the challenges have been aplenty.
There hasn’t just been an influx in support requests but also an increase in the urgency in which problems need to be solved, whether it’s the smallest account query or a service issue that needs to be resolved as a matter of urgency. Like companies across our industry, other teams across the business have pulled together to assist the customer service team to ensure the customer experience doesn’t waver.
The way in which support teams across the channel work together has changed significantly. The teams were close-knit in the office and despite now working remotely, this collaborative approach has not changed. Instead, our teams communicate regularly via video calls and instant message and utilise an effective ticketing system to ensure customer enquiries are replied to as quickly and efficiently as possible.
Whilst you can’t replace the in-office atmosphere that a telecoms service team so enjoys, it’s fair to say that customers of providers across the channel have appreciated the way in which support teams have risen to the challenges.
What has been the experience for your customer service team and how might things evolve further as we emerge out of the pandemic?
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