It might only just be back to school this week but we’ve been busy this summer!
In response to customer feedback, we’ve implemented some important changes to make working with us even easier.
Firstly, we were told that customers found our introduction to answering the phone a little frustrating. We used to say, “Can I have your account number please?” and then “How can I help?”
This was particularly frustrating for customers who needed to talk to the last person they spoke with and quickly. So we listened, and we changed.
Now we say “How can I help?” before we ask for you to verify your identity.
This has improved our customer contact scores and we are grateful to Claire Ranger of Hammond and Dummer Opticians for pointing out what is a relatively simple change, but has made a huge impact.
Second to that, in August, we promoted Salma to Project Manager. She now ensures that all new contracts are perfect, and that orders are completed on time and on budget. Well done Salma, you’re the best!
Finally, we have updated and improved our ordering process using e-sign instead of verbal recordings to verify orders, and updated our Terms and Conditions to cover all the products we sell.
Feedback from our customers suggested that having multiple agreements for each service was confusing and unnecessary. So we set to work on developing a master service agreement which covers everything from line rental and broadband, to complex leased lines and private data circuits. All in one document!
We haven’t changed any pricing or your minimum terms. We have just made it easier for you to do business with us.
All your services, in one Boxx!