{"id":19497,"date":"2022-11-29T05:10:18","date_gmt":"2022-11-29T05:10:18","guid":{"rendered":"https:\/\/mailinvest.blog\/index.php\/2022\/11\/29\/why-we-focus-so-much-on-client-services-and-customer-experience\/"},"modified":"2022-11-29T05:10:18","modified_gmt":"2022-11-29T05:10:18","slug":"why-we-focus-so-much-on-client-services-and-customer-experience","status":"publish","type":"post","link":"https:\/\/mailinvest.blog\/index.php\/2022\/11\/29\/why-we-focus-so-much-on-client-services-and-customer-experience\/","title":{"rendered":"Why We Focus So Much on Client Services and Customer Experience"},"content":{"rendered":"

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Customer service is important.\u00a0<\/span><\/p>\n

Depending on which side of the spectrum your business resides in, customer service can either lift you to new heights up or sink your business straight to the bottom of the sea.\u00a0<\/span><\/p>\n

The statement, however, is also one of the biggest understatements in business.<\/span><\/p>\n

No one <\/span>wants<\/span><\/i> to be bad at customer service on purpose. It\u2019s simply that not every business makes a conscious commitment to their customers before they ever even meet them.\u00a0<\/span><\/p>\n

Knowing that customer service can make or break you is one of many reasons NetLine has made customer support such a main pillar of our company\u2019s identity and culture.<\/span><\/p>\n

It\u2019s because of this focus that\u2019s allowed <\/span>NetLine to be a G2 Leader in the Lead Capture category for the last five consecutive years<\/span><\/a>\u2014and we\u2019d like to talk a bit about why it\u2019s so important to us.<\/span><\/p>\n

NetLine Named a G2 Fall Leader<\/b><\/h3>\n

Here are some of the results from G2\u2019s Fall 2022 Report, specifically in the Lead Capture category:\u00a0<\/span><\/p>\n

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  • This is the 20th quarter in a row the company has been named a Leader in the Lead Capture cohort <\/span>\n
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    • The Lead Capture class consists of 35 demand-centric businesses<\/span><\/li>\n<\/ul>\n<\/li>\n
    • Overall, NetLine outperformed group averages in seven of G2 Grid\u00ae Report\u2019s eight categories in the Lead Capture field<\/span><\/li>\n
    • NetLine finished the Fall 2022 review period with a 98% rating in the Quality of Support category<\/span>\n
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      • This score bested the average score by 6%\u2014and 11% higher than ZoomInfo<\/span><\/li>\n<\/ul>\n<\/li>\n
      • Thanks to our wonderful clients, NetLine\u2019s scores in the Ease of Admin and Ease of Setup categories improved from the previous quarter<\/span><\/li>\n<\/ul>\n

        Even our Net Promoter Score rose! It\u2019s terrific to see how consistent this industry recognition has been, but who are we kidding?<\/span><\/p>\n

        We know who the real stars are.<\/span><\/p>\n

        Thank You (Thank You, Very, Very Much)<\/b><\/h3>\n

        We\u2019ve said it numerous times, but it can never be said enough. We\u2019re so grateful for our clients.\u00a0<\/span><\/p>\n

        It goes without saying, but without them, NetLine wouldn\u2019t be here and any G2 Leader status would be a pipedream.\u00a0<\/span><\/p>\n

        For 28 years, we\u2019ve made it a point to dedicate ourselves to the service of our clients and their goals. Regardless of how long they\u2019ve worked with us, how much they choose to spend, or their level of understanding of the platform, we make it a point to deliver each and every time.\u00a0<\/span><\/p>\n

        Clearly, this has resonated with our customers, as they\u2019ve consistently rated us as the top of G2\u2019s Quality of Support category in our field for 20 straight quarters.\u00a0<\/span><\/p>\n

        To get a better idea of <\/span>why<\/span><\/i> service is part of the fabric of NetLine, we asked the brains behind the heart of the operation, Melissa Becht, our VP of client services.<\/span><\/p>\n

        \u201cIt\u2019s always been a main philosophy\u201d<\/b><\/h3>\n

        When I asked our CEO, Robert Alvin, about how and why service came to be one of NetLine\u2019s pillars, he was quick to point out he wasn\u2019t the catalyst. \u201cIt was always Melissa,\u201d he said.<\/span><\/p>\n

        Melissa Becht has seen a lot in her time at NetLine. Over the course of 17 years with the company, she\u2019s held nearly every position within the Client Services team she now leads.
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        <\/span>\u201cEnsuring customer satisfaction has always been at the forefront of our core business initiatives,\u201d Becht said. \u201cIt\u2019s always been a main philosophy of mine and always at top of mind.\u201d<\/span><\/p>\n

        We pay close attention to our G2 ratings and reviews. Whenever we get a new review, Melissa\u2019s the first one the entire team hears it from. she said. \u201cThis is validated within our customer satisfaction rating.\u201d<\/span><\/p>\n

        The way Melissa sees It, it\u2019s vital to ensure the account management teams are monitoring and calibrating customer service quality as well as recommending campaign optimization ideas to clients on an ongoing basis.\u00a0<\/span><\/p>\n

        Having a commitment to quality across the Client Services organizations has been proven time and again by the dedication the team has to client needs and dynamic approach to problem-solving. \u201cWithout happy clients we wouldn\u2019t have the campaigns and business we have today,\u201d Melissa said.<\/span><\/p>\n

        A Commitment to Service<\/b><\/h3>\n

        Client Services is forever focused on improving customer satisfaction and being a strategic partner to our clients. But it\u2019s not just client services. It\u2019s all of us.<\/span><\/p>\n

        NetLine as a whole is focused on supporting and growing relationships with clients.<\/span><\/p>\n

        As we move into 2023, we have a lot of exciting plans in the works. The entire company is eager to share all of it with you.<\/span><\/p>\n

        Until then, we\u2019ll keep our heads down and keep working toward the same common goals we share with our clients: Doing good work that benefits everyone.\u00a0<\/span><\/p>\n

        Thank you for trusting NetLine. Here\u2019s to another five straight years!<\/span><\/p>\n

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