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February 09, 2017 in Customer Service

Enhancing the Customer Experience with Timely Texts

  Regardless of the day or age we live in, the foundations of excellent customer service remain the same. Being a great listener who is attentive and responsive, being organized, and greeting customers with a smile are a few qualities that are still necessary in any and every CSR. However, with the relevant technology available to us today, we now have more channels through which we can deliver great customer service- text messaging being one of them. If you haven’t considered comm...


Phyllis Gilman
blog

January 11, 2017 in Customer Service

7 Apps to Help You Build Good Habits

  With 2017 kicked off, one of the things you’ll inevitably start to hear about is New Year’s resolutions. As we all know, the easiest thing about resolutions is making them. The difficult part is actually sticking to them. One helpful way to think about your New Year’s resolution this year is to think about it as a habit you want to incorporate into your routine. Although it takes 21 days to make a habit, after you create one, it becomes much easier to keep it up. 21 day...


Phyllis Gilman
blog

December 07, 2016 in Customer Service

5 Heartwarming Holiday Gift Ideas for Your Customers

The holiday season is a special time of the year that a lot of people look forward to for many reasons. One of my favorite things about the holidays is getting the opportunity to show others how much I appreciate them with meaningful, personalized gifts. In the working world, we can keep the same spirit and go above and beyond and show customers how much we appreciate them with a holiday gift. While customer appreciation should be a priority year round, the holidays is a particularly relevan...


Phyllis Gilman
blog

November 16, 2016 in Customer Service

4 Ways to Stay Productive During the Holidays

It’s that time of the year when people are trying to finish up projects, thinking about buying presents, and dreaming of eating turkey all at the same time! As we approach the holiday season, it can be difficult to stay focused or set deadlines when you know vacation is right around the corner. Still, the lead up to the holidays can be a really productive time in the office if you are prepared for the challenges of fluctuating schedules, gaps in availability, and inevitable distractions. ...


Phyllis Gillman
blog

October 12, 2016 in Customer Service

4 Ways to Improve Your Problem Solving Skills

On a general level, customer service is about meeting the needs of customers and, ultimately, ensuring customers have a positive experience with your company. A crucial part of creating a positive experience for customers is being able to address the issues and problems they are facing and provide a solution as fast as possible. In fact, one of the top two reasons for customer loss is the “failure to solve a problem in a timely manner,” according to the Customer Experience Impact 20...


Phyllis Gillman
blog

September 14, 2016 in Customer Service

Are you Listening? 3 Ways to Build Better Listening Skills

It may seem simple, but providing a great customer service experience begins with being an engaged listener. The key is to not just hear what a customer has to say, but trying to understand their point of view and the situation they find themselves in. The ability to understand what a customer is trying to communicate helps ensure that you provide relevant, accurate solutions to their problems. This also helps customers feel like they are not only communicating, but are connecting with someone ...


Phyllis Gillman
blog

September 01, 2016 in Customer Service

CSR Champion Nomination

Hi everyone, Today, I'm excited to announce the launch of Vertafore's annual 'Orange' campaign where one big thing we do is celebrate our amazing customers!  As a part of Orange 2016, we are hosting a CSR Champion Nomination to recognize and celebrate the champions of customer service in our customers' organizations. As a Vertafore customer, starting September 1st, you will be able nominate a customer service professional in your organization who goes above and beyond to p...


Phyllis Gillman
blog

August 17, 2016 in Customer Service

3 Unproductive Habits Worth Breaking

The funny thing about habits (especially bad habits) is that some of them feel so natural we don’t even know that we have them. Bad habits at work can be especially damaging if you don’t notice them, as they can negatively affect your productivity, reputation and health (both mental and physical). That’s why it’s helpful to take some time to identify the patterns and practices that make up your work routine and decide whether they are helpful or harmful. I thought abo...


Phyllis Gillman
blog

August 03, 2016 in Customer Service

How Loyal Are Your Clients? 3 Ways to Promote Customer Allegiance

Would your customers leave your company if a competitor came calling?  Customer service, and the ability to consistently provide a positive support experience plays an immense role in solidifying relationships with your clients. While we, as customer service professionals, obviously like to hope customers we deal with on a daily basis wouldn't jump ship if given a chance, it's important to acknowledge there are varying levels of loyalty. Understanding these different levels of custo...


Phyllis Gillman
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