We have begun a strong focus on improving the Customer Experience at Impulse.
To that end, the way that we answer phone calls and address customer issues has been a high priority on that list. On May 7th we launched a project that is aimed at meeting several goals:
1. Answer 100% of inbound calls to our main number during business hours with a live, friendly, helpful voice
2. Document every customer support call and assign a priority level to the issue
3. Allow our Customer Support Reps to proactively work customer issues and provide timely updates to them on every issue that comes in.
4. Resolve issues more quickly and efficiently for our customers
To achieve these goals we have implemented a process where our First Impression Specialist, Jennifer Simonson, answers calls, creates a ticket and assigns a priority to the ticket based on the urgency of the issue. Our Customer Support Supervisor, Daniel Luna, then takes the ticket and assigns it to a Customer Support Rep. The Rep then begins working the ticket and contacts the customer as needed. Ideally, they contact the customer to let them know the issue or their request has been resolved.
This is a drastic overhaul of the way our process worked in the past. No longer will higher priority calls wait in queue while all representatives are sitting on the phone while working on lower priority settings for an end user. We can now quickly take down your issue via a 30 second phone call and then assign the trouble ticket to the agent with the correct expertise. Tickets can be worked in the correct priority, focusing on outages and service impacting issues first, and then moving on to priority 2 and 3 issues such as change requests.
We are very excited about this new phone answering process and we look forward to improving the Customer Experience when contacting Impulse. We look forward to hearing your feedback the next time you give us a call.