Episode 146: 

Every other Thursday, we’ll give our listeners a glimpse into the inner workings of our business with our new “Inside Buildertrend” series on “The Building Code.” What are our teams working on? What features are coming up and how will they benefit our users? What data and research are being collected behind the scenes? Tune in as we take a look inside Buildertrend.

How will the new Global Search feature help our customers?

Today on “Inside Buildertrend,” Tayler Ross, director of Customer Success, joins Zach and Charley to discuss the huge impact customer feedback has on the way we run our business.

Hear about how our award-winning Customer Success team here at Buildertrend uses customer feedback to improve support strategies and enhancement of our quality assurance processes.

What are the key takeaways?

• Who is our Customer Success team?: Customer support is a top priority for us here at Buildertrend, and our Customer Success team is one of the best in the business with a record-breaking customer satisfaction score of 99%. They’re focused on reactively supporting our customers through incoming phone calls, chats and emails.

• How many customers are helped each day?: On average, our Customer Success team takes around 450 calls a day. Outside of calls, they answer anywhere from 500 to 600 chats and emails in the same day. But a constant influx of traffic never slows them down. Their average answer rate is around 10 seconds, so customers don’t have to wait long for answers.

• Documenting feedback for the future: In addition to phone calls and chats with questions, the Customer Success team also gets feedback about the software. This could be anything from a new feature that was released or something that isn’t in the program yet that customers would like to see. Regardless of what the feedback is, everything is documented for use in future software updates.

Why is this cool for Buildertrend users?

Our Customer Success team members are the ones our customers rely on for unlimited support. The problem-solvers. The teachers. The ones who understand Buildertrend like the back of their hand and are ready to answer questions in merely minutes. They play a huge role in our customers’ accomplishments.

LINKS AND MORE

Related content:

Check out the last “Inside Buildertrend” episode to get the hear all about the addition of the highly requested Global Search feature.

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