IPC International Community magazine an association member publication
Issue link: https://iconnect007.uberflip.com/i/1497169
IPC COMMUNITY 82 SPRING 2023 Customer Service and Member Support This team of five supports members and customers with general inquiries (website, product details, pricing, etc.), manages profile updates in the customer database, assists with membership questions and processes orders. In addition, we assist with each standard's digital rights management (DRM) process, pro- vide support to those seeking certification, and handle various data entry projects. Operations All email and phone calls to Customer Ser- vice generate a "case" within IPC's customer relationship management platform. Our cases are worked on in a "first in, first out" basis and owned by the same representative until closed. The goal is to have 90% of "cases" closed within one business day. Our team currently averages a 93% closure rate. Cases that take longer are those that require a clarification or response from the customer before they can be resolved. We implemented a customer service survey to get feedback on customer experience. We wanted to know if the inquiry was fully answered in a timely manner. The result: • 45,488 cases in 2022 (on average, 176 cases per day) • 9,128 phone calls in 2022 (on average, 35 calls per day) Our top case types are: order processing, certification questions, data entry requests, membership, and finance. We have also launched a customer dashboard for "self-service" types of activities: updating contact information and tracking activities. Do you have a question for the membership or customer service teams? Send an email to Contact.Us@ipc.org. IPC COMMUNITY 82 SPRING 2023 "I called to get a quick shipment out at the last minute that was extremely important to us. Logan Smith handled the call with great professionalism and understood our need and the importance of it. She was able to help us get the order in and shipped the same day as needed with only minutes left in the workday to do it! We are very grateful to the IPC Customer Service team!" — Radiall USA