Introduction
We've reached the halfway point of 2023, so we decided to take the opportunity to reflect on what an exciting journey this year has been so far!
We have made many changes throughout the first two quarters, with our customers at the forefront of everything we do, and we are proud of the services our customer support teams provide. Ultimately, we believe the key to their success is their obsession with helping our customers succeed.
Our Trustpilot score is at an all-time high
Customer feedback is crucial to understanding how well we support our customers and discover how to improve in the future. Our commitment to delivering exceptional customer experiences has proven to shine through in this instance, and we are thrilled that our Trustpilot reviews and scores reflect this.
Our score has reached an impressive 4.5/5, marking a significant increase of 0.5 since last year. The reviews have also been invaluable in highlighting individuals that have impressed our customers with their expertise and support.
Our Net Promoter Score is consistently rising
We believe loyal advocates are the cornerstone of any successful business, and our NPS (Net Promoter Score) reflects just that. Our NPS has jumped to 37, indicating that our customers are not simply satisfied but becoming true brand ambassadors.
In our sector, Creditsafe is head and shoulders above the competition and is steadfast in maintaining the level of quality we provide. The continual improvement in the score is a testament to the exceptional quality of support we provide, and it inspires us to keep raising the bar.
Instant issue resolution
Imagine hitting an issue with limited contact or support. Well, one of our significant achievements this year has been the substantial improvement in instant issue resolution. A remarkable 77% of all customer service calls were handled instantly, without the need for callbacks. We've seen a significant increase from 33% last year, showcasing our commitment to providing swift and efficient assistance to our valued customers.
Faster response and resolution times
Have you got a question? No problem! Our Premier Support team is devoted to speedy assistance and effective query resolution, demonstrated in their first response time being reduced to just over an hour, ensuring that our customers receive timely and satisfactory solutions to their inquiries.
"We used Graydon UK until you took them over. We currently are using both yourselves and a competitor to compare, and you are much easier to deal with as a company, and your website is much easier to use."
- Creditsafe Customer
Elite customer development
We believe that educating our customers on how to harness the power of our products is the key to helping them succeed. Without the correct product training, some users can find themselves overwhelmed and sometimes decide not to use their subscription to its full potential.
Opening a dialogue between our Customer Development team and our customers ensures that each user has the freedom to ask any questions they may have and reveal how they can best use the products within their subscription. The team has received over 900 positive feedback forms thus far this year, proving their stellar service is well received.
"Very well presented training to get me up to speed using Creditsafe with unique features, which will help me with efficiency in Credit Control. Thank you, Chantelle!"
- Creditsafe Customer
Admin Operations making a difference
The meticulous work of our Admin Operations team in quality control has contributed to a remarkable 27% decrease in queries compared to previous years. Their attention to detail is crucial in streamlining our processes and enhancing customer satisfaction.
Exceptional product support for customers
The team dealing with daily technical queries is our UK Solution Support team, who always go the extra mile in providing top-notch support to our customers. Their efforts have been acknowledged in a recent internal 360 review, highlighting the significant difference they are making in ensuring exceptional product support.
"Creditsafe is already ten times better than our previous provider, so very happy with the product and service."
- Creditsafe Customer
Continually improving
As you've been reading through this blog, you'll have viewed genuine reviews from our customers on the service that we provide. We're delighted to share these, as they capture the impact of our collective efforts.
As we advance through the year, we have plenty in the pipeline to continue to improve our customer support and service, as we believe the only way to provide the best is to search continually for new ways to enhance our customer experience. Watch this space!