UFindUs.com has gone through some massive changes of late. The main one as far as our customers is concerned is that we are now many directories as apposed to just being one. These consist of customerstreet.com, smilelocal.com, moreuk.com, ufindus.com and over 130 speciality directories that each focus on a specific trade.
The main change internally is how we deliver the service. Six months or so ago we launched QaD (Quality and Delivery). A completely new way of dealing with support calls. Without going in to too much detail, if a customer calls us with an issue of any kind, a case will be created. That case will be owned by one person and one person only within our company. If say, the customer calls us again to follow up on that particular issue, they will speak to same person they originally spoke to.
The QAD system also automatically sends an email or text to the customer informing of when the job will be dealt with. It does loads of other cool stuff but I feel I am waffling already. If you want to know more about it you are welcome to make a commnet on here. Anyway, this system gives our customers the highest level of support possible. Most likely over and above anything they receive from anywhere else! We really are that confident about it.
The reason I am going on about all of this is because I volunteered (when I say volunteered I was approached because the other guys on the team suddenly seemed to be suffering from a virulent strain of shyness) to write regular blog postings on the day-to-day goings on of the Premium Design department. I intend to cover how we interact with our customers, how we deal with any issues that may arise and what new products or services we have planned for the future.
I also want to go into a bit of detail as to what we are doing to make sure our sites adhere to current Search Engine inclusion criteria as well as any other updates we feel would be handy for our customers to be made aware of.
I shall post updates here on a regular basis so please add me to your favourite RSS reader, or your browser favourites! If you want to know what’s happening in other areas of Customer Street check out these other Blogs:
ufindus, customerstreet, webmarketing, website developments, rapidsite, customer support, staff training, systems, processes and improvements, Stuart Forrest, SEO