Customer Experience Feedback

It’s been a busy start to the year, with lots of support tickets for our Customer Experience team. They have handled the extra inflow brilliantly, consistently going “above and beyond” for our clients. It’s also been great seeing clients wanting more from Rapport3.

Our Customer Experience team is dedicated to helping Rapport3 clients to get as much as they can from their software. They are here to help with any questions or queries from our clients, which can be handled over the phone, but are increasingly processed in the form of support tickets. The volume of these has increased dramatically in the new year, with people wanting more out of the system, so our team has been delivering a lot more assistance, remote sessions and training.

We’ve had a big shift in support ticket requests since staff have been working from home. Our new support team leader, Claire, has done a great job of ensuring the wellbeing and support of the team during this time, as well as helping with expansion and keeping the team efficient and productive.

Working from home has also coincided - not coincidentally - with an increase in requests from customers wanting more out of the system. Lots more clients have been taking on our HR , CRM and QA modules, thanks to a drive to reduce paperwork and have everything accessible in one place online. There have been some great updates to these modules recently following customer feedback, which has also prompted more clients to add them to their package. Our user interface has also been updated, with a new look and improved navigation, so lots of clients have been requesting that upgrade. These updates require training and data importation, which our Customer Experience team has been administering brilliantly.

They have received some incredible feedback from happy clients. Joanna Beirne, from MKO, thanked the team for their help, saying, “Whenever we have a query, we get a response faster than we make the request [...] their dedication is exemplary.” Grainne Scully from David Kelly Partnership, thanked James Somers specifically for his help with Credit Notes, saying, “James went above and beyond what I asked him to do - much appreciated.” Similarly, Dawn Turford from Anderson Orr Architect said Kyle Dixon was “Very quick to respond to [her] query”.

It’s great to hear this feedback for our hardworking Customer Experience team, and we thank them for their hard work!

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