Volusion is committed to exceptional customer service, which is why we’re excited to announce the first phase of better personalizing your Out of this World Support experience.
In my last blog post, I mentioned that Volusion is making significant investments into the tools that we use to deliver Out of this World™ Support to our customers. As we are in the process of designing our ideal customer experience for support and architecting the systems required to deliver these experiences, we are looking to some unlikely sources for inspiration.
You might guess that we’d be looking at best practices within our own industry. As much as we’d love to, unfortunately there is only so much to be learned within our own ecosystem. Many of our competitors are still trying to figure out how to answer the phone 24 hours a day, 7 days a week without having to outsource overseas.
So we extended our scope, looking at world-class service companies like Nordstrom, Lexus, USAA, Apple, Rackspace, Zappos and other customer experience leaders to take their best practices and bring them to Volusion customers. One such company is the Ritz-Carlton family of hotels.
Ritz-Carlton holds the honor of being the only company to receive the Malcolm Baldridge Award for Quality not once, but twice. For customer experience geeks like myself, that’s the equivalent of being inducted into the Hall of Fame two different times. Suffice to say – it’s a pretty big deal.
At the heart of the Ritz-Carlton customer experience is a system called CLASS – short for Customer Loyalty Anticipation and Satisfaction System. Any time you interact with a Ritz-Carlton employee, CLASS ensures that the employee has all of the information needed to deliver a world-class experience, including past stay history, room preferences, food allergies, and more. By delivering this information in real-time, Ritz-Carlton is able to give their guests personalized attention.
Needless to say, I wanted this for Volusion. This is an iterative project that will develop over time, but I am happy to announce the launch of the first stage of our very own CLASS-like system. Starting soon, any time you call Volusion for help, the Support Concierge on the other side of the phone will automatically be presented with relevant details about your account – including your contact history, information about your online store, important server details and more.
We accomplish this with some pretty neat behind-the-scenes wizardry. When you call in, you will be asked to provide your store ID# (which will be located in the top right-hand corner of your admin area). When a Support Concierge begins to assist you, they will automatically be presented with the information needed to best serve your account. Over time, we will be continually adding new information to help our Support Concierges to deliver a more personalized support experience.
-David Mitzenmacher, Chief Customer Officer, Volusion