We’ve seen an encouraging new trend in the business world; a trend that’s shifting away from the one-way communication model where corporations bark down a tree at their consumers, and shifting more towards an open conversation with product users. As a consumer myself, I find this to be a breath of fresh air. Finally, my say as a consumer can convert into real, tangible change that aligns with my needs and wants.
But what does this mean for businesses?
Now more than ever, there’s a serious need to hone in on what users want most. Companies are faced with the challenge of tailoring products, services, and software to the newly liberated customers who are gladly stepping up to the mic to voice their opinions. In order to genuinely resonate with the customer, organizations have to listen, but more importantly, they must take action.
For a software product like Rent Manager®, the support department is a high-volume area in terms of customer relations. It’s crucial to resolve tickets as quickly as possible so users can continue on with their work. As one of our most recent responses to customer feedback, we’ve made a simple alteration to our call-back strategy that has provided exponential change.
Rent Manager’s new support structure allows customers to be immediately connected with a support team member in order to solve fundamental issues. If users are facing a more sophisticated problem, the call is automatically elevated to a personal expert ready to assist.
The ripple effects from just a few adjustments are a direct result of intently listening to our customers’ needs, and acting in response. We’re continuing to innovate, and we’re excited about the efficiency we can offer our users so they are best equipped to make the most of Rent Manager.
This example is just one of the many ways Rent Manager seeks to serve its users. As the business world shifts, we promise to continue rising to the occasion, upping efficiency, and keeping our ear to the ground.