My Choice Software Increases Heavy Customer Service Focus

USA - English

• USA - English

LAKE FOREST, Calif., June 3, 2019 /PRNewswire-PRWeb/ -- At My Choice Software, customers are our top priority, and we're proving that by hiring more support staff and improving customer service responsiveness and quality.

We measure our customer service effectiveness on the things that are important to customers. While there are a number of metrics commonly used to assess customer service effectiveness, the important ones … the ones we focus on … boil down to:

• Are you making it easy for me to reach someone who can help me?
• Are you giving me the help I need without undue delay or hassle?

Live Support

We believe that our customers want and deserve support from real live human beings, not just another chat bot. We're an American owned and operated software and technology eCommerce store, and our customers often have questions that only a live support professional can answer satisfactorily. We provide that live support because we're serious about our commitment to customer service.

You can receive live support from our experienced customer care representatives from 5 a.m. to 5 p.m. PST, 7 days a week. Compare that to the live support schedule of our competitors, and you'll see that we open earlier than they do and provide live support from open to close.

Responsiveness

We're proud of our quick response time and are always striving to improve it. On average, your phone calls will be answered within 90 seconds as measured by our on-premise phone system, which has Cloud VOIP as redundancy. That's an improvement of 35% (during high traffic times) over our previous average. We respond to email requests within 60 minutes, which is pretty impressive considering that 62% of the 1,000 companies surveyed in a 2019 customer service benchmarking study do not respond at all to customer service emails.

Problem Resolution

Perhaps the most meaningful metric for measuring customer service effectiveness is the ability to resolve customers' problems or answer their questions during the initial contact. If you reflect on your own experience as a consumer, you'll surely recall your own frustration when you've had to make multiple calls or wait for hours for a satisfactory response. We resolve 80% of customer issues on the first call, while only 20% of companies surveyed are able to do so. In fact, the average response time to respond to customer service requests is over 12 hours!

Job Creation

We also pride ourselves on creating jobs here in Orange County. We've increased our headcount by 80% of professionals dedicated entirely to customer service.

SOURCE MyChoiceSoftware