What’s one of your proudest customer service moments?
When working with a large account, we encountered a broader spread issue across their organization with one of our applications while preparing to onboard it. To help solve the problem, we brought in more members from their organization for a live chat with our technician. Within an hour, all parties involved identified the issue, and the customer continued the application onboarding process without a significant setback. I quickly resolved my client’s challenge with little interruption and downtime by collaborating and pulling in other resources.
What’s the greatest impact you’ve made for a customer?
The more you work directly with customers, the greater the chance that you may have some bad news for them at some point, but that doesn’t mean the relationship ends negatively. I recently worked with a client who lost significant claims information, and if the data recovery isn’t possible, they may fall behind in their return claims process.
After several attempts to recover the data didn’t work, I prepared to deliver the news when the customer commented they appreciated all my hard work no matter the outcome. I completed a detailed report and gave some tips on how to avoid losing claims data. Several months later, the customer contacted our Support team and asked the technician to tell me that he appreciated my efforts.
How have our customers inspired you?
Our customers meet with policyholders on the worst days of their lives. Constantly being under that level of stress and loss must weigh heavily on their mind. But our customers do it time and time again because they help people through highly challenging times and help them back into their homes. They help bring back some semblance of normalcy using our applications. I’m inspired by our customers and my colleagues each time they assist a policyholder.