A thoughtful human being on the other end of the line when you call for help.
An expertly-tied velvet bow adorning the top of a gift you purchased.
A hand-written note with charming keepsake tucked into a box containing your online purchase.
Empathy. Courtesy. Generosity. Humanity. Artfulness.
Whatever the customer service flourish we encounter on our journeys as consumers, we know when it works. At Fonolo, customer service is top of mind for every employee: Sun up, sun down. We see our customers offering humanity, agency, and choice to their own customers by offering them our patented Call-Backs, responsive widget, and Smart Portal. We see their hold times diminish by years, their customer satisfaction increase by multitides, and their revenue climbing and climbing.
Like many other brands invested in a customer-first approach, they get it.
At this time around the holiday season, on the eve of a new year of possibility, we cast a long, studied glance over the year that was. This year, I turned the microphone on our own Fonolonians to articulate 2019 in terms of customer service. We’re a group hyper-aware of when customer service works in other contexts. So, I asked: “What company, either local or online, was your favourite in terms of customer service in 2019? Who will truly innovate in 2020?”
Here’s what they had to say.