What’s one of your proudest customer service moments?
Recently, I worked with a new client to address their data challenges to help improve our API delivery. I met with the client’s lead engineer to identify the gaps in our data delivery. I shared their insights with our Client Solutions team.
I also connected our developers with the client, so they could listen to and understand their challenges. Our developers built a specific script to address the client’s data retrieval requirements because they were included in the problem-solving process. The client realized the time-saving benefits of the new custom application immediately and was very satisfied.
How has technology changed over the years to enable better customer service?
As technology in the customer service space improves, we adapt to client needs more quickly. Follow-up processes that were once manual are now automated, allowing us more time to work with clients on projects, data challenges, and team development.
We use the latest applications to assess client usage and target our communications to exceed client expectations. Because of our technological expertise, our clients now recognize Verisk Maplecroft as a leader in workflow applications.
What’s the greatest impact you’ve made on a customer?
Our clients continuously innovate to be the best in their industry. And Verisk innovates at the same pace by using new methods to improve our collection of client data, how we share the information and how we use it internally. For example, when we learned that many of our clients prefer using the self-service application, the Client Solutions team implemented changes in our online help tools.
We evolve with our clients because we recognize that what worked yesterday may not work today. We actively seek out client input, and we use that opportunity to improve and change to anticipate the needs of our clients and stay competitive in the data analytics industry.