According to the Institute of Customer Service, smaller Telecoms companies are coming out on top with customers, whereas more established firms are struggling to deliver high-quality customer support with a personal level of service.1

Jo Causon, the Institute’s CEO explained that a large part of the problem is that in the rapidly growing telecoms industry, the focus is mostly on expanding customer base rather than nurturing it.

For rapidly expanding businesses like Shape Networks, it becomes more and more difficult to keep a personal level of professional service with ALL customers, no matter the size of their custom.

However here at Shape Networks, we do not believe in this market trend and rather think that both expansion and nurturing of our customer base can be achieved at the same time. Therefore, we have decided to boost our customer support and personal level of service by developing and implementing a new in-house Ticketing System.

With the aim to not only maintain but also improve our level of customer satisfaction, this new Ticketing System will allow our Support team to closely monitor the progress of tickets whilst managing customer expectations and ensuring quality is maintained.

This new Ticketing System developed by our very own R&D department is another proof of Shape Networks’ philosophy and can-do approach to Customer Service with the view that every investment we make must be in our customers’ best interest.

Shape’s main objective is to keep delivering consistency whilst maintaining a personal touch, as described in our company values:

Clarity

Conscientiousness

Personal Care

Can Do Approach

Constant Innovation

With more than 15 years of experience in the telecoms industry, our Customer Support Team is available 24/7, 365 days a year to service the voice and data requirements of your business.

If you wish to learn more about how Shape Networks can help your business boost its productivity and receive an award-winning customer service, simply contact us on 0207 015 2100 or email us at info@shapenetworks.com.

1 https://www.instituteofcustomerservice.com/research-insight/customer-service-news/article/hang-ups-for-the-telecoms-sector