Member Article

Former Sage boss launches innovative customer service software

A North East start-up is helping businesses across the UK improve their customer service capabilities with the launch of a groundbreaking new software application.

CustomerSure, the brainchild of the ex-head of customer services at software giant Sage, is the UK’s first online customer satisfaction tool dedicated to the SME market and is expected to go head to head with some established US providers.

The application, developed entirely in the region, will provide a simple solution for delivering great customer service and business growth through improving retention and referral rates. It not only allows businesses to engage with their customers through a series of simple feedback options but it also provides an effective management tool to create and monitor visible action lists, which in turn helps create a customer- focused workforce.

Guy Letts, founder of CustomerSure said: “At a time when marketing budgets and margins are being squeezed, the commercial benefits of good service are greater than ever; more repeat business, more customer recommendations and better customer and staff retention.

“From both professional and personal experience, I believe most businesses do want to deliver a good level of service but are let down by simple flaws in communication which is why we have designed a simple software application that helps businesses listen to their customers, improve how they look after them, and in return grow a more successful business.”

“A common mistake made by SMEs is to place responsibility for customer service in the hands of an individual or dedicated department. Such an approach will inevitably fail; exceptional customer service can only be delivered by creating a truly customer-focused workforce, where the values run throughout the entire business and it becomes the responsibility of every member of the team.”

Understanding your customer and offering good customer service is increasingly recognised as an essential part of business growth which is why businesses of all sizes are investing in tools and the UK customer service industry continues to grow year on year.

Guy adds: “We are competing against a few established providers of customer feedback tools, but we have gone a huge step further, creating not only a customer feedback tool, but an essential management tool that ensures that customer satisfaction becomes the responsibility of every member of the team.”

This was posted in Bdaily's Members' News section by Ruth Mitchell .