Memorable customer experiences occur when customers connect with businesses when they want and through the medium of their choice, but this is difficult in today’s always-on culture. Multitasking, digital distraction, packed schedules and having so many ways to connect make communication a challenge. However, when companies leverage the right communications technology, building strong relationships with customers is both simple and efficient.

The right businesses understand this, and they use technology to respond to customer needs and provide a personal and satisfying customer experience. This means reaching them through a wide variety of channels, and building processes that ensure their questions are resolved swiftly and with personal care. This is the Intelligent Customer Experience.

For years, Mitel has been providing this type of experience to businesses around the globe. Customer experience is intrinsic to everything we do, and we always use our own organization as a testing ground.

Customer Satisfaction Above The Industry Average

Mitel customers have responded by ranking us the highest in customer satisfaction in Eastern Management Group’s 2018 Premises and Hosted PBX Customer Satisfaction Report. The strategic research company’s annual report provides IT managers with crucial customer experience information to aid in their vendor selection process. Mitel won in 6 out of 10 of the customer satisfaction categories, ranking the highest among the companies polled in 2018.

Over 3,500 IT managers were surveyed globally, reporting on their experiences as a customer of one of 16 premises and hosted PBX companies—including 8X8, Avaya, Cisco and RingCentral. Each company was quantitatively rated on ten customer satisfaction measurements placed into three categories:

  • Product – quality of technology and product, reliability and management tools
  • Vendor experience – purchase experience, installation, support and contact center
  • Customer delight – value, overall satisfaction and recommend to a friend

Mitel was listed above the industry average in nine out of ten of these measurements, outright winning six. Notably, survey respondents stated they were very likely to recommend Mitel to a friend more often than the industry average as well. These results serve as a testament to Mitel’s continued efforts to deliver a positive customer experience start-to-finish.

“Mitel Is Among the Leaders”

According to NoJitter.com, a leading source of objective analysis for enterprise communications professionals, Mitel’s customer satisfaction success stems from our ability to scale both horizontally and vertically.

Clearly, setting the gold standard for customer satisfaction means treating people with the personal attention we would want for ourselves, and leveraging the right communications solutions to accomplish that. Only then can we cut through all the noise and distractions and leave people feeling satisfied and cared for—rather than another cog in the machine.

Want to know more about how Mitel stacks up against the competition? Click here. >


 

Cover image of Mitel’s Digital Transformation for Dummies asset

Digital transformation has become a top initiative for business and IT leaders. In today’s business world, sustainable market leadership is no longer based solely on which company has the best products or even the best people. Instead, organizations that are agile and can quickly adapt to rapidly evolving market trends will become market leaders.

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