Caffeine

What is customer service?

According to Wikipedia, it is “the provision of service to customers before, during and after a purchase.”

The amazing thing is how many companies forget the service after the sale. How many times have you been ignored after you purchase?

At Onehub we talk about customer service a lot and pride ourselves on providing the best possible customer experience. It’s been one of our core company values since day one – to make sure that our product reflects this value with a user-friendly interface and to be sure that our customers get proper attention before and after the sale is closed.

After speaking with Randy Jamerson from EBSCO Media, a commercial printing company, over the last month, I realized that we often have more “customers” than we think we do.

He shed some light on how important customer service is not only to your external paying clients but also to the people in your organization for which you have responsibility to service (e.g. Marketing departments are responsible for providing information to the sales department or IT departments are responsible to the end users of technology).

Randy is responsible for making sure that EBSCO’s customers have an easy way to upload files for printing. Randy understood their current file sharing system had limitations and was proactively looking for a better solution. He found that OneHub was what he was looking for — and more. Randy is also using Onehub to make it easier for the customer service representatives and sales representatives in his company to more easily share information and files with customers. It’s a win –win for all parties involved.

You may think of intranets and extranets as productivity tools but in practice they often have the added benefit of improving customer service.