9th December 2021
Providing Customer Support here at CFH is all about people. The relationships that we’ve built between our product support team and our clients. The internal systems and calls we have across the many different departments required to keep Docmail operations running smoothly. Most importantly it is the communications we facilitate by putting our customers in touch with the recipient using our hybrid mail or e-delivery service, whatever that content may be.
As a Customer Support Team looking after the Docmail, Dotpost and Docbox products, we consider ourselves experts in the way we respond, resolve and learn from any issues raised. We are a small team looking after a large number of account holders, which often brings up new opportunities for relationships, onboarding & training and technologically-innovative solutions to learn and grow.
Keeping up to date in a fast changing and evolving industry isn’t easy. We have people, technology and processes in place to ensure our products run as smoothly as possible with little to no downtime. It’s a fast-moving service where it is vital to ensure that issues are quickly resolved by our knowledgeable team, fed back into learning and added to our internal knowledgebase for the future.
To prepare for writing this, we asked each other “Regardless of who, what does good customer support mean to us?” Our answers were strikingly similar; testament to our industry experience and supportive approach to looking after the development of our team members.
We said that the most important aspects when providing support are:
The key answers from our team members were:
We aim to practice these core attributes.
We pride ourselves in our friendly phone & email manner. I think most of us could pick a time or a company from which we’ve received bad service. And you probably told people. Things can go wrong or you may have a query or problem using pretty much any product or service. But when it does, at CFH we want to provide a level of support that you weren’t expecting. Support that helps you quickly, efficiently and perhaps makes your day just that little bit easier.
We’d love to look at how you’re communicating, how you could improve, and how we can help. Fill out your details and we’ll talk you through taking the friction out of your communications.