“The key is when a customer walks away, thinking ‘Wow, I love doing business with them, and I want to tell others about the experience.’”
– Shep Hyken
The entire Aries team is committed to delivering the kind of customer experience described in the quote above. We want our customers to love doing business with us. To help us achieve this goal, we’ve made significant investments in both people and processes to ensure that when a customer reaches out to us, they walk away, saying “Wow.” Here are just a few of the ways we’ve taken our customer service up a notch:
STAFFING
First, we expanded staff in both the general customer service and technical staff teams. We increased our investment in training and education to equip our customer service team with the knowledge they need to accurately and timely respond to customers.
CALL ROUTING
This year we also implemented more efficient processes for routing customer calls and emails. We now have three distinct call lines, Customer Service, Technical Service and Software Support. Our new system ensures that you reach the right team member with the knowledge to address your specific need, whether it’s ordering parts, troubleshooting diagnostics or working through a software question. These teams can be easily reached through an 800 call or email to the direct support team. We measure everything we can to ensure we are achieving results. Our new routing process has helped us improve our overall abandoned call rate to less than 3%, which is considered world-class by any measure.
LOGISTICS
Shipping and logistics processes and standards have also been improved this year. We now ship stock items the next business day and have implemented UPS automatic shipping notifications. When your order ships via UPS, we send a notification and provide a tracking number. Upon delivery, we send a second notification showing receipt date, time and the name of the person who signed for the delivery. This eliminates the need for customers to call to check on orders – another win for improving the customer experience!
While we are proud of what we’ve accomplished so far, we are not done. Our approach is one of continuous improvement. Operating with an exceptional customer experience as our goal and focus means we will always look for ways to respond more effectively to our customers’ needs. Contact us if you are ready to “raise the bar UNDERGROUND.”
