In keeping with Navigator’s goal of creating a stellar customer experience, and retaining all customers as “Customers for Life”, the customer support teams have showed their mettle in improving customer satisfaction in significant ways.
As reported in Navigator’s semi-annual All Hands Meetings in January, the customer support teams resolved a total of 1,906 tickets in 2015. Q4 in particular was an outstanding quarter for the team as 100% of all tickets were ultimately resolved while maintaining a customer satisfaction level of 93%. Response time to customers open requests was also slashed on average by a staggering 72% during the year.
Additionally, Navigator continued to prove their commitment to existing and future clients by bringing on new and exceptionally capable agents to the customer support teams in Q3 & Q4.
Understanding the uniqueness of each respective customer continues to be at the forefront of the efforts of the Navigator customer support teams. With dozens of new implementations expected during 2016, Navigator is ready to continue these impressive trends throughout 2016 and beyond.