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Why Your Board Portal Software Needs Award-Winning Customer Service

Customer service overall in the UK has lagged behind that of the US in quality, so companies that provide first-rate customer service stand out in their field. This is especially true of board portals, which are a critical support tool in the time-intensive world of UK board transactions. As KPMG notes, customer service in the UK is a major differentiator, so award-winning customer service by board portal vendors is a critical factor for choice.

Board portals can drastically change and improve the way that boards conduct business. But, in order to make the transition to using a board portal, directors may need to rely more fully on customer service. Directors naturally seek to take advantage of the vast range of services which a board portal provides, and the reliability and availability of customer service makes a vast difference.

UK Lags in Customer Service

According to the London-based customer service experts KPMG Nunwood, the UK still lags the US in customer service excellence, although there has been improvement over the past three years.

The US study, which was conducted during the first quarter of 2016, scores the top 100 brands an average of 7.4 out of 10, while the leading companies in the equivalent UK study from the third quarter of 2015 score an average of 7.25. The UK achieved the same score in 2014.

David Conway, senior partner and chief strategy officer at Nunwood, says: “The key message is that you’re still more likely to have a great experience in the US than in the UK, which is some years ahead of us. At the current rate of UK progress, which is almost minimal, it will take the UK three to four years to catch up with the US”.

B2B Customer Service Success in the UK

Conway goes on to define what, with reference to the UK marketplace, is special about B2B customer service.

“Businesses that sell to other businesses are made of people – and people have emotions. They have heartbeats, stresses and vulnerabilities and this is true of both buyers and sellers. It is fair to say, however, that the business-to-business environment is significantly more complex. The B2B world is characterised by:

  • Longer, often more difficult, sales cycles
  • Service levels that are often set contractually
  • Usually significantly greater investment in time, money and resources
  • Magnified complexity due to the number of stakeholders involved who have different voices, goals and agendas
  • Personal goals and expectations of each of the stakeholders that need to be understood.

But fundamentally, just like in the consumer world, at the epicentre of success lies a relationship between human beings, a commercial partnership and an enduring desire to maintain that relationship over time”.

“The UK business technology sector performance reflects the point that in an extremely competitive IT market, good customer experience is often the key differentiator,” adds Tudor Aw, UK Technology Sector head at KPMG UK.

UK: Importance of Customer Service Awards

In a complex market like that of the UK, products and services that win Customer Service awards attract attention and inspire confidence.

When companies win business and personal awards for employees, it raises their profile, enhances their reputation, instills trust, and helps them to attract new business. The awards make them clearly more worthy of trust.

Awards are third-party evaluations that provide an objective correlative for viability and reliability. Business and industry awards validate a brand and its products. Awards help businesses to differentiate products where customer service is of great importance, as in the case of purchasing board portal software.

Having that trophy in your cabinet, and the logo on your collateral reassures customers, but also supports the morale of staff who realise that their efforts are being crowned with success.

Board Members: Choosing a Board Portal

As a recent report on board portals in the UK notes: “The board portal market is driven by surging demand of improving IT infrastructure services in the sectors like healthcare and education combined with the need for improving governance structure and measures to implement safe and secure ways of communicating information among the board members, directors and top-level management. Moreover, the increasing awareness of top-level management in private sector enterprises toward the adoption of the digitised services and sources in order to safeguard the shareholders’ rights and trust has accelerated the demand of board portals among top-level management of personnel from industries like financial services, healthcare, education, public sector and private sector enterprises”.

To meet these challenging demands, choosing a board portal should be based on the technology’s ability to address demands for secure and efficient communication, customised induction (onboarding) and real-time access and updating for all the requisite documents.

Top-level customer service provides help at all times for those who are learning to use the portal, as well as training for those just starting out. Attention for the technologically challenged should also be available.

A board portal should provide the ability to conduct meetings anywhere and at any time, and customer service should be available at all locations. What’s more, the portal should provide authentication levels, allowing access to requisite materials from all locations to qualified users, but limit access to others.

Portals should also be device-agnostic: They should work on all major operating systems and with all of the most-used devices. This means that, most importantly, they ensure that all users can stay on the same page – literally and figuratively – with enhanced features like across-the-board screen locking and a real-time laser pointer.

Administrators should be able to arrange the issues and agenda for board discussions beforehand, but the portal should permit them to update rapidly in real time as new issues or discussions develop at meetings. In line with this, board portals should give administrators the flexibility to update or change all materials at any point, even while the meeting is ongoing.

Should issues arise ahead of, or during, meetings, customer service should be constantly available for help with any issues.

Diligent Boards Offers Award-winning Customer Service

For these reasons, having a company like Diligent that offers award-winning 24/7 customer service is one of the most valuable features organisations need.

Diligent was one of the first board portal software programmes. Diligent values customer feedback and the IT developers at Diligent have been using it for many years to improve and enhance their board portal software to meet the needs and desires of board directors.

When comparing board portal software side-by-side, be sure to look at the features and innovations of the products. You’ll also know that you’re getting the best product now and in the future when you compare the results of products based on industry and business awards that reflect the quality of customer service.

Diligent’s award-winning customer service team has consistently earned distinguished awards from industry leaders, so customers know that when they buy board portal software, they will be fully supported around the clock.

See Diligent’s list of awards below:

Diligent’s Awards

 2017

  • Winner of Silver Stevie International Business Award for Customer Service Team of the Year
  • Winner of Bronze Stevie International Business Award for Customer Service Department of the Year
  • Winner of Best in Biz International Gold Award for Most Customer Friendly Company of the Year
  • Winner of Frost & Sullivan Customer Service Excellence Recognition for Omni-Channel Customer Service
  • Winner of Silver Stevie American Business Award for Customer Service Team of the Year
  • Winner of Bronze Stevie American Business Award for Customer Service Department of the Year

2016

  • Ranked #240 in the Deloitte Technology Fast 500
  • Winner of CIO Review 20 Most Promising Collaboration Technology Solution Providers
  • Winner of American Business Award for Customer Service Executive of the Year (Jeff Hilk)
  • Winner of Gold Stevie American Business Award for Customer Service Team of the Year
  • Winner of Silver Stevie American Business Award for Customer Service Department of the Year
  • Winner of Gold Stevie Asia Pacific Business Award for Innovation in Customer Service Management

2015

  • Winner of 2015 Tabby Award for iPad: Vertical Market and Specific Business Solution
  • Winner of Best in Biz International Gold Award for Most Customer Friendly Company of the Year
  • Winner of Gold Stevie American Business Award for Customer Service Team of the Year
  • Winner of Silver Stevie American Business Award for Customer Service Department of the Year
  • Winner of Customer Service Institute of America Gold Award for International Service Excellence
  • Winner of Bronze Stevie Asia Pacific Business Award for Customer Service Department of the Year
  • Winner of Bronze Stevie Asia Pacific Business Award for Customer Service Team of the Year

2014

  • Ranked #98 in the Deloitte Technology Fast 500
  • Winner of Best in Biz North America Gold Award for Most Customer Friendly Company of the Year
  • Winner of Silver Stevie American Business Award for Customer Service Team of the Year
  • Winner of Silver Stevie American Business Award for Customer Department Team of the Year

2013

  • Ranked #121 in the Deloitte Technology Fast 500
  • Winner of Gold Stevie American Business Award for Customer Service Team of the Year
  • Winner of Silver Stevie American Business Award for Customer Department Team of the Year

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