Case Study – Priority Clients

Some time ago, we had a client come to us with a unique situation. They are an IT / Tech Support / Help Desk type of company and they needed us to handle certain clients differently than other clients. The problem was their current service was asking callers “are you a priority client”. Well, you can imagine they all said “yes” when their e-mail wasn’t working at 11pm or whatever. I know that the idea that callers might lie is shocking to some, but it does happen 🙂

The other problem was that they didn’t even want their “non-priority” clients to have their noses rubbed in the fact they weren’t as important, if that makes sense.

So, our solution was to get a list of their high-priority clients and put input it into a database table in our system.  This was then linked to the “company name” field on the message from the operators filled out.  When taking a message, the operators would automatically be prompted by the system that this was a “priority” client and given special instructions for how to handle the call.

We love putting together specialized solutions to our client’s problems. Call us with your unique situation, and see if we can come up with something equally clever.


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