Window Ware has been making sure customers aren’t kept hanging around when they phone up the market-leading hardware distributor.
Since October last year, the quick-answering company has picked up on average 99.02% of all calls within their target time of 10 seconds (three rings) or less.
Sarah Binns, Window Ware’s Internal Sales and Marketing Director, said: “Our customers are always under pressure to hit deadlines and complete jobs, so the last thing they want is to put their busy work schedule on pause while they wait for sales or technical support. That’s why we make it our mission to answer the phone quickly, every time.”
“As a supplier, we absolutely must ensure reliable and responsive communications for customers, and our current phone response times demonstrate we are doing just that. But it isn’t just the speed of the response that makes a difference; a personal response matters too. And whenever a customer calls Window Ware, they’ll speak to a real human being rather than a robot, who will be able to give them precisely the answers they need.”
To help maintain those quick response times, Window Ware created a brand-new role within its sales office and Sales Coordinator, Emma Ajibawo, who joined the company in September, has taken on the important job of dealing specifically with quote requests, invoice queries, and making sure customer credit notes are processed quickly.
“We are always looking at ways to improve our response times. Emma has not only helped us provide more efficient and more focussed query resolution, but she has also enabled the rest of the sales team to concentrate on processing orders and responding to product queries, and ultimately getting the goods out to the customer right on time,” added Sarah.
“Our inside sales team consistently pull out all the stops to maintain a constant and responsive point of contact over the phone for customers and provide the friendly, ever professional and expert voice they need.”
Window Ware has been successfully serving the window and door industry with leading brand hardware, tools, and consumables since 1987. For more information, call 01234 242 724, email sales@windowware.co.uk, or visit www.windowware.co.uk.
