Elevating the Customer Experience: FiveCRM's Annual Update
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Stevee Daneille
Oct 20, 2023
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3 min read
CRM
It has been an exciting journey for FiveCRM since our acquisition in February 2022. Over the past year, we've been dedicated to making significant strides in enhancing our services and platform, while always keeping our customers at the center of our focus.
In this blog, I'm delighted to share the remarkable progress we've made in three key areas: Customer Support, Product Stability, and Productivity.
Customer Support: Exceeding Expectations
Providing top-notch customer support has always been a cornerstone of our business. In the last year, we've reached new heights by achieving an average customer support rating of over 90%. How did we do this?
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Swift Response Times: We understand the importance of addressing customer queries promptly. Our median first-time response now takes under 5 minutes, ensuring that you receive assistance in the shortest time possible.
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Personalized Communication: We've gone the extra mile by not relying solely on emails. When you report an issue, we make it a point to reach out and connect with you personally, acknowledging your concerns and working towards speedy solutions.
Ensuring the stability and reliability of our platform has been a significant part of our journey. We initiated this process by upgrading our infrastructure and migrating all our clients to AWS. Though it presented challenges initially, this move allowed us to understand the intricacies of our platform's inner workings and its hardware requirements.
Our current mission is to optimize the performance of our platform further by addressing data hoarding issues. In the coming weeks, we'll introduce a groundbreaking update that will streamline our customer databases, improving platform speed and responsiveness.
Productivity: A Commitment to Excellence
The pursuit of excellence is an ongoing mission for us. Over the past year, we've focused on enhancing productivity across the board. Through intensive training and the implementation of streamlined policies and processes, we've witnessed significant improvements. Rest assured, this is a commitment that we will continue to uphold.
Current Activities: Enhancing the User Experience
In recent months, we've launched a new billing system, creating a seamless experience for our valued customers. Here's what you can look forward to in the coming weeks:
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Invoice Management: All your invoices will now be easily accessible within FiveCRM. No more need to request old invoices; you can view and download them at your convenience.
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Billing Information: Update your billing address and payment method with ease, ensuring your details are always up to date.
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License Management: Adjust the number of licenses you need without contacting support. Flexibility at your fingertips.
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Additional Services: Explore and purchase additional services effortlessly, further customizing your experience.
Conclusion
Our journey at FiveCRM is marked by growth, dedication, and a strong commitment to delivering the best possible experience to our customers. We will continue to innovate, learn, and evolve to meet your needs and exceed your expectations.
We are incredibly grateful for your ongoing support, and we look forward to an even more exciting future together.
Thank you for choosing FiveCRM.
Stef
Michael King says...
"I can’t think of a time where a client has requested something that we weren’t able to do with FiveCRM. Unlike most systems, it has a lot of flexibility."
Managing Director, Senior Response
JAINE HUSBANDS SAYS...
“Each client, and each of their campaigns, has its own unique specifications. We essentially needed to set up mini CRMs on one platform to meet those requirements.”
Operations Director, Team Telemarketing
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