Why You Should Care About Customer Service
15.01.21 in Blog, Industry News
When choosing an innovative technology partner, it’s essential to evaluate the three big C’s: cost, capability and convenience. However, we recognise that most customers are also using a critical fourth C as a factor in deciding whether or not to do business with a company—customer service.
Exceptional world-class customer service and support matter more now than ever. That’s why we focus on hiring extraordinary people who also strive to do what’s best for you. It gives us great satisfaction to go above and beyond because you’re more than just a customer. You’re part of the PC Locs family.
Because we know good customer experience is good for business, we’ve come up with a list of 10 questions to ask yourself when choosing a technology partner.
1. Are they really listening?
All too often, customers say, “I need XYZ product.” But we’ve found that starting with the solution isn’t the best approach to solving a problem. By taking the time to understand your needs and asking questions about your specific challenges, we often discover that we may have a different product that fits you even better. Will the partner you’re considering give you the straight scoop when it comes to the best outcome for your organisation? Will they provide custom IT solutions tailored to your needs as well as offer lifetime support?
Even if that means telling you that our solution doesn’t address your challenges, we’ll be honest and upfront.
“It's not easy finding the right solution for your device management or deployment plan. With over 20 years of experience, our team are experts in providing you with a tailored solution.”
– Patrick Noonan, PC Locs General Manager - JAPAC Region
2. Do they Think Ahead?
We talk to customers across different industries all day long, so we know the latest trends and will help you get the most out of current technologies. It’s important to assess how upcoming technologies will fit into your future plans. Can the partner you’re considering ensure that your investment will be a good one for many years to come by thinking ahead?
With our future-proof products, you’ll never be stuck with outdated charging solutions. That’s why we build our products to last and back many of them with a lifetime warranty.
3. Will they Go Above and Beyond?
The 9-5 workday is obsolete. If an emergency happens, or you need support outside of “regular business hours,” customer service should be available. Does the partner you’re considering value your time, and commit to keeping your project on track?
Employees at PC locs feel a great sense of ownership in customer satisfaction and product success. From answering calls on a weekend or providing a demo for evaluation, we go the extra mile.
4. Can they Maximise your Investment?
When it comes to IoT-connected products, there can be a lot to learn. You shouldn’t have to worry about being left with products that break and are unsupported. Will the partner you’re considering teach you how to use your products to the fullest to maximise your investment?
We’re here to teach, help, and give you peace of mind!
- Our support site is continuously updated with the latest product information. We’ve combined everything you need in one place.
- Do you need to speak to someone regarding a warranty claim or technical support? Submit a ticket, and we’ll respond within 48 hours or less.
- Did we mention our lifetime warranty? Giving you piece of mind with your purchase.
5. Will they Make Life Easier?
Charging solutions should be designed and developed with extreme consideration for the end user to improve workflow. Does the partner you’re considering develop charging solutions with scalable and modular designs?
There’s a reason why we are rated 6.8 out of 7 on our “customer effort” score. That’s the average rating our customers give us when we survey them to ask, “how easy was it for you to solve your problem with our help?”
6. Do they Help Save Money?
Let’s face it; most organisations, especially schools, are challenged with limited resources. Does the partner you’re considering have solutions that combine universal charging, open-concept designs and durability to save you significant money in the long run?
Partnering with PC Locs saves you money.
- Mobile devices that work today might not be the answer tomorrow. A universal charging solution can accommodate a wide variety of mobile device sizes, regardless of their cases or cables. Switching from iPads to Chromebooks doesn’t mean you also have to make an additional investment in a new charging solution. Simply swap out the cables, and you’re good to go.
- A charging station designed to fit a specific device will limit the ability to charge other technology in the future. Our open-concept designs provide the ultimate flexibility to evolve as your tech program changes and grows.
- When a charging solution is made from high-quality materials and is coupled with a lifetime warranty, you can expect it to be durable and last.
7. Are they Saving you Time?
Purchasing new technology every few years does more than just cost you money. The process of evaluating new products and partnerships is extremely time-consuming for all parties involved. By thinking bigger upfront, you can benefit from time savings. Is the partner you’re considering committed to helping bogged down tech teams get back valuable time?
PC Locs implements future-proof solutions that can significantly impact their ability to focus on new initiatives. Let us be a resource to assist in your biggest charging, security and device management challenges. We’ll tell you how many hours you can get back with our solutions.
8. Can they Offer Continuous Improvement?
We know that things don’t always go smoothly 100% of the time. Is the partner you’re considering 100% dedicated to improving how they do business with you?
The entire PC Locs staff, from the CEO to the events team, is devoted to listening to customer feedback. We understand that this is the best way to drive new innovative product improvements that make life easier for our customers. We know that things don’t always go smoothly 100% of the time. Still, we are 100% dedicated to improving how we do business to benefit you.
9. Are they Trustworthy?
Products worth purchasing should be thoroughly tested and certified long before they ship to your office, facility or school. Can you trust the products you are considering buying?
PC Locs products are built in ISO 9001:2008 certified manufacturing facilities. Have confidence our products always meet the highest design and manufacturing standards.
10. Do they Serve with a Smile?
Relationships are everything. Customer relationships often produce some of the best product ideas and developments! Does the partner you’re considering serve you in a way that is pleasant and makes you feel valued?
At PC Locs, we are serious about what we do but also try to maintain a fun company culture. It reflects how we want our employees, customers, and partners to feel when they work with us—that we make their lives easier. Contacting our customer care team should be as painless as possible. In fact, we’d like it to be enjoyable!
Just like anyone else, we can talk a big game about the great service we provide–but at the end of the day, the proof speaks for itself. Let us show you what we can do to help reduce cost, expand capability, ensure convenience and blow you away with great customer support. Contact us today to learn more.
