Customer support: Grounded service in an evolving industry

Customer Service

By: Andy Mickelson

2021 has been a fun, challenging, and evolving year for our organization so far, full of new updates, new releases, and all-new features that improve our customers’ day-to-day. But with new technology comes new questions and concerns, and that’s when the Customer Support team is ready to help.

As a team, we are committed to working hard and being better every day. We are learning from our past and making processes for the future so we can continue to serve. I’m excited to share some of our top improvements so far this year.

Improvement in resolution time

We know how important our products are to the success of our customers’ business, so resolution time is a top priority. This year, we have maintained a same-day close rate of 85% or better, allowing our customers the opportunity to get right back to business.  The key to better resolution times is training, and that means we focus on hiring and training knowledgeable agents who both understand the demands of our customers’ businesses and how they use our products.

Decrease in wait time

Similar to solving problems quickly, we also aim to provide reasonable wait times when customers call in for support. We take our customers’ time seriously, and we work hard to ensure our wait times are under one minute for five of our core products. Our goal in 2021 is to get all our products back under one minute wait times, and we’re working hard to meet it.

Having the right-sized support team is a key factor when it comes to decreased wait times, so we’ve been aggressively expanding our support staff. We also work closely with various departments, including Product Development, Product Management, Professional Services, and Sales to test our internal systems, communicate any issues, and tackle our customers’ issues as quickly as possible.

Investment in our people

The importance of our people here at Vertafore is not to be understated. This year we have focused on the career and personal development of every member of the Customer Support team. As such, we have promoted over 35 employees to new opportunities within the organization thus far in 2021, rewarding our top performers with more challenging work. I believe the results of promoting within will be visible to our customers, as these high performers make their mark in other areas of the company. Our loss is indeed everyone’s gain.

Focus on feedback

Customer Support leadership listens to all feedback from the surveys we send after each customer interaction. Every survey is reviewed in its entirety, and customer feedback is shared across the organization. We use this feedback to evaluate our processes, knowledge gaps, and the interpersonal skills of our team to ensure we are ready when you need us.

As a valued customer, if you have any questions or comments we are here to help. As always, you can contact the Vertafore Customer Support team by calling us at 800.444.4813 or by logging a case on MyVertafore.

Andy Mickelson Headshot

Andy Mickelson is currently VP, Customer Support at Vertafore, where he focuses on driving a customer-centric organization by building scalable resolutions, high-performing teams, and implementing client-facing best practices. He's previously served on customer support teams at Intuit, DIRECTV, and AORN.