The Net Promoter Score, or NPS, is a straightforward metric that holds companies and their staff accountable for how they handle customers. ShoreTel adopted NPS as our customer loyalty model in 2008. We are committed to creating an exceptional service experience. Great service is what our customers, define it to be. We strive to go beyond “satisfied” to create fans who will refer us to other businesses. We proactively contact our entire client base twice a year to obtain their feedback and clients can change their score at any time.
ShoreTel is leading the industry by taking the concept one step further and making our current NPS score and current performance statistics publicly available at http://trust.ShoreTelSky.com/. That’s right, our clients, prospects and even competitors can check out our score without any log in credentials. We do this for two reasons. First, we feel that this is an important metric that our clients and associates should know. We are proud of our score and eager to share. Second, making this information publicly available sends a message to our entire team that providing an experience that clients love is the heart of what we do. If we disappoint our customers, there is nowhere to hide.
We believe that the transition to a new phone system does not have to be painful. Each new client is provided with resources dedicated to managing a smooth transition through the process from beginning to end. For customers who select it, ShoreTel Sky ExpertStart is an on-site, white glove professional service designed to make implementing the new cloud phone system a stress-free, well managed experience. Experts work with internal IT resources or a trusted third party to deliver a complete, certified and integrated solution.
At a time when most companies are making it more and more difficult to reach a live person for customer support, ShoreTel signals its commitment to providing a truly managed solution for customers by giving all ShoreTel Sky phone users two easy ways to interact with a ShoreTel Sky customer support expert.
If a customer has an urgent issue or a question to discuss with a member of the support team, they simply press the “?” key on their Cisco phone and select the option to call support. There’s no need to look up a phone number or request a call back, the ShoreTel Sky team is just a button away. For less urgent question or routine inquires, users can also use the “?” key to log a case for a support team member and receive a call back.
Do you need a custom feature or have an unusually complex network or location configuration? Don’t worry. Our professional service experts are ready to assist clients with especially unique requirements. Members or our Engagement Team will work with you to outline a Statement of Work, so you’ll know in advance what to expect from the project.
With the ShoreTel Sky solution, vendor management becomes easy. We replace the phone system, the telco providers and perhaps the local distributor. We become the one stop shop for all of your communication needs including Contact Center, Mobility, Unified Communications and application integration. One invoice, one team and one button access to client support. Not to mention, one vendor who is accountable for your experience.
This is the service level promise or contractual agreement that ShoreTel makes to our customers, which we are obligated to uphold. If we fail to meet our SLA with our customers, they are entitled to credits or refunds based on the length and severity of the issue. Not all service providers make this type of agreement, but we think it is important and one more way to back up our commitment to quality.
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