Challenge
Brookesmith SUD Office faced a critical situation during a large, extended outage just before Christmas 2023. The office experienced a high influx of customer calls from frustrated and concerned clients, seeking urgent updates. With limited internal resources, managing the sheer volume of calls was overwhelming, leading to the risk of poor customer experiences.
Solution
To ensure a smooth customer experience, Brookesmith SUD Office partnered with Always Answer, a reliable answering service known for handling high-pressure situations with professionalism and empathy. Always Answer quickly stepped in to manage incoming calls, providing timely assistance and resolution for each customer.
Results
- Zero Complaints: Always Answer efficiently managed customer interactions, ensuring not a single complaint was recorded. Customers appreciated the care and attentiveness they received.
- Seamless Support: The answering service provided ongoing support for both customers and the internal staff, allowing the technical team to focus on resolving the outage without the burden of managing high call volumes.
Enhanced Customer Satisfaction: By leveraging Always Answer, Brookesmith SUD Office maintained high levels of customer satisfaction during a challenging period.
Testimonial
“We experienced a large, extended outage over the weekend prior to Christmas. There was a high volume of phone calls with understandably upset customers. Always Answer provided excellent customer service to all affected customers, as well as to our office and technical staff. There was not one complaint from anyone regarding their interaction with the answering service.”
Conclusion
Brookesmith SUD Office’s partnership with Always Answer highlights the importance of reliable, customer-focused support during emergencies. By outsourcing call management, the office ensured a seamless experience for customers, maintaining trust and satisfaction even during high-pressure situations.
