By Eric Seiverling
While price, convenience, and reliability may rank high on consumers’ wish lists for choosing a company or product, businesses still want you to know there’s an old standby that hasn’t fallen by the wayside: customer service.
Whether it’s through online chat support, telephone representatives, or community forums, today’s tech companies are finding new ways to enhance the customer service experience.
In its blog “The Importance of Customer Satisfaction,” the survey website Nice Reply reported that 81% of satisfied customers are more likely to do business with a company again after a positive experience, while 95% of customers will take action after a negative experience.
— Nicereply (@nice_reply) April 28, 2017
Here’s a roundup of tech companies that have been recognized for customer service, whether you’re on the go, at home, or on the job.
When it comes to cell phone carriers, bigger isn’t always better.
According to Consumer Reports‘ 2017 Cell Phone Service Survey of 119,772 Consumer Reports subscribers who use cell phones rating carriers on overall customer satisfaction, service reliability, and customer support, three of the industry’s biggest cellular companies failed to make the grade.
And the 2017 survey was the second year in a row a small company was rated the best among value cellular providers, with high marks given for customer support.
Not only did Consumer Cellular take the top spot in Consumer Reports’ 2017 survey for a second year in a row, but the cellular provider has been named top non-contract value provider four times in a row by J.D. Power and was named the best carrier for customer service by PCMag for its 2017 Readers’ Choice Awards.
While an average monthly bill of less than $25 attracts potential customers, it’s Consumer Cellular’s dedication to customer service that makes it stand out from the crowded cell phone market and keeps its current customers satisfied.
4 times in a row! We're excited to announce that once again, J.D. Power has ranked us #1 for excellence in customer service.
Our commitment to customer service means that we will always provide you with the best possible experience, each and every time you call! pic.twitter.com/q1TCviv0gC
— Consumer Cellular (@Consumer_Cell) January 27, 2018
Free usage alerts, no overage fees, and a 100% U.S.-based customer service team lets Consumer Cellular get top marks for its customer service.
“Consumer Cellular earned the best rating for customer satisfaction rating for customer service,” wrote PCMag reporter Ben Z. Gottesman. “[Consumer Cellular] represent the best of what a carrier can be.”
Bucking the stigma that large companies neglect the customer experience, Comcast was named the 2017 North America Frost & Sullivan Company of the Year Award thanks to Xfinity Home, Comcast’s home automation and security platform.
Each year, Frost & Sullivan presents this award to a company that has demonstrated excellence in terms of growth, innovation, and consumer value.
Featuring 24/7 professional monitoring, the ability to arm and disarm your system remotely, real-time alerts when activity is detected at your home, and remote thermostat control, Frost & Sullivan was impressed with Comcast’s ability to address consumer needs.
“While many home automation and security products, such as lighting controls, smart thermostats, and video surveillance cameras are being positioned as D-I-Y (do-it-yourself) solutions, their installation and integration with other technologies can be challenging,” said Frost & Sullivan Senior Industry Analyst Imran Khan. “Comcast addressed this issue by delivering a unified platform that enables customers to easily manage their home security and smart home devices from a single, easy-to-use website or app.”
— Frost & Sullivan (@Frost_Sullivan) July 19, 2017
Adding to Comcast’s commitment to customer service, the company announced in 2015 that it was adding 5,500 customer service jobs over the next few years as part of its multi-year plan to increase customer service.
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— StudioPress (@studiopress) February 14, 2017
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“While I’m quite impressed with how active the StudioPress team is in their support forums, with the managers having over 60,000 replies and questions getting answered in as quickly as a few minutes, what I really like about what the team does is their huge emphasis on content,” wrote Help Scout writer and marketing strategist Gregory Ciotti. “Content in this form gives control to the customer and also allows for those frequently-asked questions to be answered in a scalable way, letting the support team get back to more difficult queries and keeping customers happy.”
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April 25, 2018