I have written about the uses of trade data and other topics that touch our industry like Competitive Intelligence
, and Brand Protection
, but this post is about something a little different. Every day I hear from our customers that one of the things that separates Zepol from other vendors is that we provide excellent customer support
While I am very proud of the support we provide, our customer service philosophy comes down to what I learned at my very first job as a teenager: if you treat every one of your customers with the same level of respect and appreciation as you do for your biggest client, then they will reward you with continued loyalty.
Zepol does not do anything revolutionary. We simply provide our customers with things that we want when working with other companies:
- Timely, thorough responses
- Simple proactive measures to enhance the user experience
- Kept promises
- Personalized support for each customer
As basic as these concepts are to provide, there are far too many companies that struggle to execute consistently good support. In our industry, users utilize the data differently, so if support is not tailored to a user’s situation, then it is not as valuable. This also requires Zepol to provide support in a number of ways in order to allow users to access help in the manner they want.
Your customers should want to work with you. They should feel that if they call your support line, it will be answered. If they leave a message, it will be returned as soon as possible. Support personnel should have the training and authority to fully help a customer without having to ask a manager. Above all, they must act professionally and be experts in the subject they work in every day.
By providing the kind of support we do, our customers realize additional value beyond raw information. Trade data raises many questions that are above simple 'how-to-use-the-tool' inquires; diving deeper into issues about how to build value from the data and our tool, TradeIQ™
. With the focus we have put on support and product usability, our customers add hundreds or thousands of dollars worth of value to their subscriptions that our competitors cannot match.