The evolution of customer service

By March 12, 2018 News
Customer Service Staff

Our Head of Customer Success, AJ Sehgal discusses how customer service has evolved what drives his team to go above and beyond to ensure we’re exceeding our customer’s expectations.

Over the years, Customer Service has evolved immensely. The advent of the internet in the 90’s and social media in the early 2000’s has created a new segment of customers and new channels of providing service.

Customer Service is no longer just another support function, as a matter of fact, customer centricity is now the key strategy of most successful companies, including ours. We understand the importance of keeping our customers at the centre of everything we do, from installing screens in the correct practices to the content that goes onto those screens. It’s an experience focused on ensuring that our customers feel that we’re there to support them throughout the duration of their partnership with us.

At Medical Media, we are constantly looking at ways to improve our customer relations. We have actively researched customer behaviour to ensure our customers receive a seamless experience when dealing with us. We have transitioned our focus and ideology from Customer Service to Customer Success. The goal of which is to make the customer as successful as possible, which in turn, improves the overall customer satisfaction levels. Success to us is when customers achieve their desired outcomes through their interactions with our company, for which we have hired the best staff to assist you customers at every step possible.

As a business, we have actively studied customer behaviour and have adapted to our customers’ needs, for example we have updated our processes to ensure you do not have to deal with automated systems to speak to us. Your call will be answered by a real person without being on hold or having to navigate through a complex automated system. Our customer information is centralised which ensures your query is answered every time without having to be transferred to other teams. In our effort to continuously evolve we transformed to assign all our new customers with a dedicated Account Manager assigned who are always there for you. With our proactive approach, we are always in contact with our customers from welcoming a customer after sign-up to helping with content for your advertisement to making sure that you’re happy with the advertisement we have created for you we’ve got everything covered. There is no “set it and forget it” when it comes to dealing with us. We are out and about to cater to your needs.

We are constantly evolving and your opinion matters – we send a survey to all our customers post the onboarding process to see how we have done. Your feedback and suggestions help us understand the areas we need to focus on and improve. If at any time, you have any suggestions/feedback, please feel free to contact us and share your thoughts.