What makes a company stand out from the competition? I would wager that the first thing that comes to mind when you’re asked that question is the product (the adaptability, the price, the value). That’s a fair answer. After all, if you don’t have a quality product you don’t make sales and therefore you have nothing to service. So your customer has signed the contract and purchased your product. Great! Another sale! Congratulations, sales team! Now what?
In addition to having a quality product it is absolutely essential that you have a knowledgeable and genuinely caring service experience to offer. Here at Datatrak, our Solution Center (customer helpdesk) is staffed by Datatrak employees, thoroughly trained in our products and available to our customers 24 hours a day, 7 days a week, 365 days a year, no exceptions. We service thousands of users that speak many different languages who are working in hundreds of trials across dozens of countries. In addition to ensuring our clients get the most out of our products and have the best experience, we handle the user administration for many of them. As you might imagine, this keeps us pretty busy.
You’re probably wondering what it costs to handle service at that scale. How many agents are needed to service all of those clients 24/7/365? That answer will vary based on a couple of factors such as complexity of the product and the size of your customer base. For Datatrak, however, the answer to how many agents is three. That’s right. Just three. You were right to have product come to your mind first when wanting to stand out in the crowd. Datatrak is able to provide exceptional customer service with such a small staff only because our products are highly configurable, highly intuitive, easy to learn, and easy use. Our products are the foundation of our service philosophy. Our people are the next layer and no customer need is too big for this staff to handle.
– Phillip W. Strunk | Manager, Solution Center