By Kate Weller, Customer Support Team Leader, iPipeline UK
Here at the iPipeline Support desk we’ve been working hard to ensure it’s business as usual despite the challenges of the COVID-19 lockdown. I want to share some examples of what we have learned from our experience of getting a team that was entirely office-based ready to work from home.
Firstly, we are very lucky to have a superb IT team which has helped us ensure our telephone lines remained completely operational for our customers. We have kept all channels of communication open – live chat, phone and email – with no changes to our support hours. In the early days of homeworking many advisers asked us when we were going to start working from home, which I think is one of the biggest compliments we could possibly have.
The Support team is doing an amazing job assisting the partners and customers who are using our various software solutions, including SolutionBuilder, Assureweb, AlphaTrust and PreQuo. We are handling our support tickets as efficiently as we did in the office and we’re very pleased to be maintaining our exceptional feedback scores.
We have also had to adapt to communicating with each other remotely. Fortunately, we enjoy each other’s company, which is part of what makes working on a support desk fun. Getting together daily (via Teams) is important to ensure everything is running smoothly, however, we’re looking forward to being reunited face-to-face.
Despite the challenging situation, we remain committed to maintaining our award-winning standards and ensuring you get the support you need during these unprecedented times.
Finally, an introduction to the team. Oli, the boss, loves a graph or two and getting things done to a very high standard. Kate, Team Leader, is passionate about delivering exceptional customer support. James is analytical and enjoys helping customers. Shaq is bubbly, super-friendly and aims to provide great customer service. Jordie is the newest member of our team. She loves to learn and is very efficient. Tom is professional, calm and never turns a challenge down.
Explore solutions that help increase productivity and improve customer service, especially when delivering remote advice, sales and servicing.