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Not Your Average Customer Service

Posted by Ashley Curran on June 01, 2018




So, you bought new software, product or service that you’ve been anxiously waiting to launch - but you have no idea how to use it, what goes where, or how to get started. Usually, behind every business or company, there’s always a team there to help. Sometimes they’re not friendly or informative or take forever to reply; but not us here at ProPet. Behind our software, we have a handful of talented staff that take pride in outstanding customer service and speedy response time. In comparison to the leading industry average, ProPet does not have your average response rate - we exceed it. Because of our ability to answer your questions quickly, you can get back to doing more of what you love, and not be left in the dark.

 

 

Why Does Customer Service Matter?

 

Anyone can have average customer service, but as a business owner, you should strive for excellence. Your customer service is the face of the company and puts a lasting impression on your customers. So we need happy customers. Right? According to studies done by The White House Office of Consumer Affairs, the number of people a customer averages to tell about their experience is between nine to fifteen others. Unfortunately, only 1 out of 26 unhappy customers will ever complain to you. Online reviews, or telling their friends and family, are on the receiving ends of their complaints. Online reviews play a significant role in buying and purchase behaviour. Research done by Go Fish Digital states that just one negative review can have a loss of up to 22% of potential customers and four negative reviews at a loss of 70% of potential customers. So, again, we need happy customers. Right? The base and the true core of satisfied customers is to not only have a great product but to have above average customer service.

 

Here at ProPet, we pride ourselves on outstanding customer service and speedy response time. When it comes to customer service, you want someone that is not only there for just the sale, but someone who’s there for you throughout the longevity of your business. It doesn’t matter if you’re a new customer or a loyal, long-term customer, we’ll help you find the answers and solutions to any inquiries you may have.

 

 

Step One:

Our sales team will answer any questions you may have about our software and set you up with the right demo account that’s most appropriate for you and tailored to your business. Don’t worry; we won’t leave you in the dark. If you have any questions or concerns while you’re testing out our software, we’re just one phone call or e-mail away.

 

Step Two:

If you like what you see and want to move forward with ProPet, our support team will ensure that your account will be set up correctly. We offer both User Training Sessions and Account Setup Sessions to make sure all of your staff understands the software before you get up and running. To make things even more comfortable for you, we will import any existing pets and clients to your ProPet account with our migration template.

 

 

Step Three:

This step is the easy one. This step is the one that proves us different than the others. We’re there for you whether the problem is big or small - one phone call or e-mail away. We have our support staff on-site from 9-5 EST to answer any phone calls or e-mails within one business day through our customer help desk.

 

How Our online customer Help Desk Works

 

It’s always great to hear how a business’ response rate beats every other one in the biz, but it’s even better to show you. But first, we’ll tell you how our customer help desk works. It all starts off with you (the customer) clicking the little “Help” button on the lower left hand of your account. By the way, at ProPet, there’s no such thing as a silly question! Once you submit your question or concern, our support staff receives your “Ticket,” and it gets assigned to one of our support specialists to be taken care of. Throughout this process, you will not be left in the dark because we make sure you get updated whenever there’s a change to your ticket. Our tickets vary from simple questions to a complicated situation that needs more information to resolve.

 

How does ProPet Compare to the Industry Average?

 

Let’s be honest. Everyone and anyone who is working have had their hands tied at one point or another. With that in mind, every business has a designated time frame in which they need to respond to inquiries. Typically, according to the industry average, email response rates are expected to be answered within 24 business hours, with phone calls on average being anywhere within three minutes during business hours. Social media inquiries expect a response rate of 60 minutes or less. It’s common sense to want it to be ASAP, but sometimes that doesn’t happen. It’s human. At ProPet, we have 6x the amount of inquiries compared to the industry average, but our response rate time is significantly lower. Between all the severities of our tickets, on average a ticket is closed and solved within 17 business hours. But, 17 hours seems like a lot doesn't it? The reason behind this is, is because we have tickets ranging from "What's my password?" to "I've changed all the pricing and formatting for my kennel - we need help switching everything over ASAP!"  A simple ticket can take minutes to solve, while a more complex ticket can take a couple of business days. Some tickets require more information in order to get solved, which adds more time to the whole process. The time is based on when a ticket is sent and placed in our inbox, through all of the interactions, to fully solved. 

 

 

Outstanding customer service is crucial for gaining and retaining your customers. If you only have one take away from this blog it should be this: Make sure your customers are being heard and taken care of no matter which stage of the buying process they are in. From all of us here at ProPet, we want you to know that; little or small, we’re here for you. We want to see you succeed, and we want to help you do more of what you love.

 

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