Customer Experience - Your Success Matters | EmployeeConnect

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Customer Experience

Your success is important to us

Our customers are very special to us and we often go above and beyond to ensure our clients reach their desired goal. However, this is part of the trick with customer success, it comes in different shapes and sizes and it is our job to ensure every customer reaches their individual objective. This means we need to be flexible in our approach. From the initial discussion point, we are committed to your success and have implemented a number of features to help us reach that supreme level of service.

What does customer success mean to us?

There is no doubt that customer success is important – it forms the backbone of the Employee Connect story. As such, our role goes beyond account management and becomes about customer insight. We want to proactively work with you – not just be a third party provider you occasionally hear from.

To get this balance right, we empower our employees to go beyond the call of duty and truly see things from the customer perspective. Analysing all possible client interactions, we look for the ‘why’ and ‘how’ – attempting to eliminate as much friction as possible. At the end of the day, we want happy, delighted customers to share their story and this starts with understanding client requirements and covering all the bases on day one.

How do we measure customer success?

When many HR software providers explain their customer success techniques, it will often just boil down to product usage tools. While this is the industry standard, it isn’t the best way to measure this metric. We go beyond simple usage data and have a human feedback loop; identifying strengths and weaknesses within the system and implementing solutions along the journey. To get real-time feedback and comments is a real point of difference at Employee Connect and this is how we continually stay ahead of the competition.

How does product development impact customer success?

As mentioned above, customer feedback and analysis plays a major role in our efforts. In fact, this data supports customer driven development – ensuring clients are always using software that adds value to their operations. We share our development roadmap openly, a template that can be changed and taken in a different direction with ease. At Employee Connect, we follow the three I’s of product development – iterate, improve and innovate. This means we are willing to discuss product development and make sure that our offerings are helping your business reach its goals – no matter the size or shape.

What content helps to drive customer success?

Employee Connect is well-known for its knowledge base. Through our comprehensive website, we have a number of how to videos and frequently asked question lists to help customers find the answers they are looking for. In fact, the more that we work with customers, the more this content continues to grow, providing the building blocks for further success.

Working towards the future together

We firmly believe that customer success starts and ends with empathy. We must understand what the client is looking for and collaborate to meet these objectives. This is a major part of our DNA and company culture – we don’t settle for second best service. If a client is not happy, we are always looking for a solution to meet everyone’s expectations.

Of course, we might not have it nailed yet, but rest assured that it is evolving and improving with every interaction.

To learn more about our customer success, feel free to get in touch with our friendly team today.