The FIELDBOSS Team is proud of the work we do for our customers, and it shows in everything we do. Customer service is a business decision, as well as each employee’s mindset. It is important to build a culture that teaches and rewards your staff for exemplifying the traits you want for your business. At FIELDBOSS, we see customer service as being built-in from the first marketing or sales interaction, through the planning and implementation, to the first question that comes into our support inbox.
At FIELDBOSS, we have 4 secret ingredients that we use to provide the best customer service experience we can!
But don’t take our word for it. Our customers sum it up better than we ever could!
“Thank you for your perennially awesome flexibility 😊!” – Claudio G., Selco Elevators Ltd
“Thanks for the quick response. 😊”- Staci A., Air Performance Service Central Texas
“Appreciate the quick turn around on those changes!” Eric M., Performance Elevator
“I like the speed of your replies. Good customer service.” Vitali M., Millennium Elevator
“Appreciate all your help!” – Joy G., United Drilling
Timeliness
According to our customers, the most important quality of good customer service is resolution speed. At FIELDBOSS, we value your time and have dedicated staff monitoring our support email inbox at every minute of operating hours. By making sure we have staff available with the skills to resolve your issues, we resolve over 80% of customer service requests the same day they are made.
Proactive and Documented Support
When implementing FIELDBOSS, our customers are provided go live and post go live support budgets and resources to help them and their staff adequately adapt to their new system. Once onboarded to FIELDBOSS, our existing client team performs routine system reviews, client check-ins and open case follow-ups. We document all client support and enhancement requests and categorize them to create a feedback loop of features from our customers for future releases.
Product Knowledge
All FIELDBOSS staff are based in North America and have gone through an intensive onboarding program known as FIELDBOSS University. Our growing team of consultants come from a variety of backgrounds and designations such as BCOMM’s, BA’s, Microsoft Program Certifications, Project Management Designations, Certified Professional Accountants and much more. Our mix of skillsets, backgrounds, experience and industry knowledge allows us to get the right answer the first time.
Being Yourself
You cannot pretend to care about others, their business, or the issue they are having. At FIELDBOSS, we believe empathy is one of the most important traits someone in customer service can have. We let our staff show their personalities along with soft and hard skills to make the customer experience truly unique.
There may not be an Olympic event for software customer service, but if there was Claudio G. at Selco Elevators wanted us to know that Jennifer Schonekess (FIELDBOSS Application Consultant) deserved it for all her help!
If you want to learn more about the FIELDBOSS customer service experience, please contact us or schedule a personalized demo.