, a manufacturer of the award-winning SPITFIRE brand Predictive Dialer and AutoDialer solutions, knows that providing excellent customer service is crucial for any business, especially during an economic downturn.
To support its goal of providing superior customer service to potential and existing clients, OPC Marketing installs all its call center products with an SOS (News
) (SpitFire Online Support) Icon on the desktop of the SpitFire system.
To use the SOS feature, a customer simply clicks on the icon and is then directly connected to the company’s in-house technical support team. After each session, the customer is provide with a survey to rate their service experience.
The results of these surveys are taken very seriously and are carefully overviewed by the manager of the Technical Support Department as well as the owners of OPC Marketing.
Any “disappointed” comments are followed up and resolved, quickly and efficiently.
Last year, 27 percent of OPC Marketing’s new sales were generated from referrals.
Erin Henochowicz, CEO and co-owner of OPC Marketing, explained, “We believe this growth is due to our company’s excellent technical support as well as award-winning products.”
The categories for rating the company’s technical support include Excellent, Good, Acceptable, and Disappointed.
According to Henochowicz, during the last quarter the OPC tech team received a 90 percent “excellent” rating. Six percent of its customers said they experienced “good” service, while only two percent said they treated in an acceptable many, and two percent claimed to be disappointed.
To further help its customers, OPC Marketing also offers online chat support with live agents. To utilize this service, just go to the OPC Marketing Web site
, click on the “Live Chat” icon and a new window will pop up. After filling in the information, the customer is connected with a live agent and questions can be sent to them similar to an instant message.
OPC's Technical Support department is open Monday thru Friday from 8:30 a.m. to 6:00 p.m. CST, excluding U.S. holidays.
Michelle Robart is a contributing editor for TMCnet. To read more of Michelle's articles, please visit her columnist page.
Edited by Michelle Robart