Here are come common questions and answers: (if yours is not in here, let us know)
Q: How much is customized in the program?
A: Literally, everything–including colors if you like. You provide the content and we put it into the best language for your approval. Every question, every answer for your CSRs is provided or approved by you.
Q: We don’t have existing content which we use. Is that a problem?
A: Not at all. We provide suggested responses for situations based on our interviews with you, but you sign off on every item before it is put into the program.
Q: How should I evaluate the success of the program?
A: Primarily by your customers’ response. If they are giving you higher ratings or better feedback, there’s your answer. Also retention of clients/customers is a good measure over time.
Q: How long does the process take?
A: The time-consuming part is the initial pulling together of the responses you want your people to use. Your staff can pull together what is being done and compile that. Then you or your staff can cull out the undesirable responses before handing it off to us to further edit/enhance the content. You give final approval, then we build the program, which usually takes about 3 weeks or so.
Q: What training is involved?
A: A minimal amount–the program is very intuitive and easily understood. We will spend a couple hours with your people demonstrating it once it is installed. If you wish to make your own updates, additional training will be required.
Q: What platform is used? Do I need to buy additional software?
A: No. The program runs on a commonly available FREE application. There are NO additional fees.
Q: What are the steps in the process?
- Contact us expressing your interest
- We provide a custom cost estimate
- You designate who will work with us on this project
- We meet with your designate and people who will be using the product to learn what the content will be
- We provide recommended questions and responses to include in your customization
- Together we finalize content
- We install the product on your computer/shared server
Q: Can our field reps use it also?
A: Absolutely anywhere in the world (password protected).
Q: What are the limitations of the program?
A: The program does not interface with other CSR programs. It is intended solely to provide accurate, approved responses to customer inquiries or issues. You can have both this program and any other CRM program open and in use at the same time. And since it requires little storage or computer speed, it works fine on older computers.
Q: As the developer why did you create this program?
A: To be honest, I got tired of hearing associates giving out wrong information or presenting the company poorly–in spite of numerous training sessions. It dawned on me that I was expecting too much. No one can remember everything that is needed to handle customers–much less presenting it in the right words in the heat of a discussion. So I decided to at least provide the responses which I would like used…and the rest is history.
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