A Focus on Customer Service

As some of you may already know, GeniusCentral has been investing some serious time (and money) into our overall infrastructure. Our transition to new servers and improved firewalls has created a more secure and reliable frame work for the users of our products and systems. While a focus on improved infrastructure will provide benefits for our customers for years to come, our Customer Service team has been working on some improvements of their own. Hardware and system improvements will make for some great products and services, but without a focus on our customer service methods those products won’t have anyone around to use them.

One change that has been made recently is the implementation of a new CRM software, or Customer Relationship Management software. This tool has allowed our team to effectively manage critical information relating to each and every one of our clients. For example, when a customer contacts us for support, our customer service member will retrieve their contact record and verify their information. This verification allows us to update our contact information and eliminate any “stale” data. After resolving the issue for the customer, the team member will log all of the pertinent information into a “case record”. This generates an email to the customer and creates a permanent record in our CRM. This is beneficial because it gives a complete history of what has happened with an account, details it for our employees and for the customer, and give the customer some reference material to refer to should the issue occur again.

When our customers call, it’s imperative that our phone lines are available, that our reps answer and resolve issues as quickly as possible. During rare times of high call volume, our customers have the choice of waiting or receiving a call back when the next agent is free. To that end, we’ll soon be migrating to a hosted Voice-Over-Internet-Protocol (VOIP) phone system. This move will be a major upgrade and provide the reliability and efficiency our customers deserve. Combining the use of our new CRM, leveraging new VOIP technologies and the talent and hard work of our amazing Customer Service team, we’re making great strides in the overall satisfaction with our product and services. For any questions or issues, please reach out to us at 800.360.2231 or customerservice@geniuscentral.com. We’re available from 8am to 6pm EDT.