We do that by offering the kind of experience we’d want ourselves: genuine, real and committed to finding the product that will make our customers’ big moments unforgettable.
Responsiveness is Crucial
That means a lot of intensive communication with customers. However, this wasn’t easy when the company was using a mix of suppliers for its fixed lines, broadband and mobiles. Seasonal phone jams and poor call coordination was causing headaches. The company shifted everything Telstra’s integrated DOT package with thrilling results.
Having DOT’s call management features including virtual receptionist and single point of contact removed large amounts of calling chaos that meant customers weren’t left wondering. “Digital Business is a knockout product for a small business like ours because it offers our customers a degree of professionalism at a price-point that wasn’t available before.
“Now, we can easily direct call-flow where it needs to go without being slaves to confusing old technology,” Pitman says.