{"id":73508,"date":"2023-03-07T08:15:50","date_gmt":"2023-03-07T08:15:50","guid":{"rendered":"https:\/\/www.solopress.com\/blog\/?p=73508"},"modified":"2023-03-07T15:44:54","modified_gmt":"2023-03-07T15:44:54","slug":"customer-service-innovation-brings-print-week-award-success","status":"publish","type":"post","link":"https:\/\/www.solopress.com\/blog\/solopress-news\/customer-service-innovation-brings-print-week-award-success\/","title":{"rendered":"Customer service innovation brings Print Week Award success"},"content":{"rendered":"<div id=\"bsf_rt_marker\"><\/div><p><span style=\"font-weight: 400;\">Over the past year, we\u2019ve focused on customer service with some innovative changes that have attracted recognition from our industry as well as our customers.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Positive changes to our Customer Service Team structure and headcount have seen some impressive improvements across all the metrics we use to measure our performance.<\/span><\/p>\n<h2><strong>Recognition from industry experts and customers alike<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">But it\u2019s not just Solopress that\u2019s noted this improvement. At the 2023 <a href=\"https:\/\/www.printweekawards.com\/\">Print Week Awards<\/a>, we were highly commended in the category of Customer Service Team of the Year in a Large Enterprise. The judging panel featured a number of print procurement managers for large organisations. These are people that truly appreciate the importance of service in print, so it was indeed an honour to be recognised at the awards. <\/span><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-73520 size-full\" src=\"https:\/\/www.solopress.com\/blog\/wp-content\/uploads\/2023\/03\/MicrosoftTeams-image-8.jpg\" alt=\"\" width=\"2480\" height=\"1367\" \/><span style=\"font-weight: 400;\">In addition, our customers have continued to praise us via <a href=\"http:\/\/www.trustpilot.com\" target=\"_blank\" rel=\"noopener\">Trustpilot.com<\/a>. We now have over 27,500 five-star reviews, with an \u201cexcellent\u201d average rating of 4.7 out of 5. That\u2019s up from 4.6 last year.<\/span><\/p>\n<h2><strong>Record of achievements<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">So how have we managed to improve on an already strong customer service record? Firstly, let\u2019s summarise our achievements:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Over <\/span><b>27,500<\/b> <b>5-star<\/b><span style=\"font-weight: 400;\"> Trustpilot reviews.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">An <\/span><b>\u201cexcellent\u201d 4.7<\/b><span style=\"font-weight: 400;\"> stars from a total of over <\/span><b>32,000 <\/b><span style=\"font-weight: 400;\">reviews.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>181% rise <\/b><span style=\"font-weight: 400;\">in calls handled vs. the previous 12 months.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>135% rise<\/b><span style=\"font-weight: 400;\"> in calls resolved vs. the previous 12 months.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Complaints <\/span><b>down 37.5%<\/b><span style=\"font-weight: 400;\"> vs. pre-covid levels.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Reprints <\/span><b>down 41.2%<\/b><span style=\"font-weight: 400;\"> year on year.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Response times <\/span><b>down 23% <\/b><span style=\"font-weight: 400;\">year on year<\/span><b>.<\/b><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>10 <\/b><span style=\"font-weight: 400;\">full-time Team members added.<\/span><\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-73514 aligncenter\" src=\"https:\/\/www.solopress.com\/blog\/wp-content\/uploads\/2023\/03\/Trustpilotlogo.jpeg\" alt=\"\" width=\"750\" height=\"422\" \/><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-73513 aligncenter\" src=\"https:\/\/www.solopress.com\/blog\/wp-content\/uploads\/2023\/03\/Screenshot-2023-03-06-at-14.00.43.png\" alt=\"\" width=\"506\" height=\"102\" \/><\/p>\n<h2><b>New recruits<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">During the pandemic, we had been forced to reduce our workforce. This inevitably restricted our capacity to offer outstanding customer service.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">However, in 2022 we recruited ten new full-time Customer Service Team members to bolster that capacity.<\/span><\/p>\n<h2><b>Team tactics<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Our Customer Service function is split into three teams: Yellow and Magenta, plus the Solopro team that serves businesses that rely on a high volume of print.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This split lessens the number of advisers a customer might speak to, encouraging one-to-one relationships. It\u2019s proved a great way to retain the personal approach of a smaller organisation while growing the capacity of the Customer Service function as a whole.<\/span><\/p>\n<h2><b>On a role<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Roles within these teams also underwent an innovative restructure. By introducing six account manager roles across Yellow and Magenta, we\u2019re able to allocate dedicated account managers to customers who require them.<\/span><\/p>\n<p>Specialists in Design, Concerns, Sales and Artwork Checking make up the rest of the teams. These new roles give team members a sense of ownership and purpose that\u2019s had a measurable effect on customer experience.<\/p>\n<h2><b>Clear lines of communication<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">We\u2019re now better supported than ever before by technology. After the successful launch of our Chatbot in July 2021 we followed up with a new telephone system. Launched in February 2022, the automated system directs customers quickly and accurately to the appropriate specialist. We also supply customers with direct numbers for quick and easy access to their allocated Account Managers.<\/span><\/p>\n<h2><b>Our most precious resource<\/b><\/h2>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-73511 aligncenter\" src=\"https:\/\/www.solopress.com\/blog\/wp-content\/uploads\/2023\/03\/MicrosoftTeams-image-6.jpg\" alt=\"\" width=\"2016\" height=\"1512\" \/><\/p>\n<p><span style=\"font-weight: 400;\">We believe that when you equip people with the tools, structure and environment they need to do a good job, then they\u2019ll rise to the challenge. Our Customer Service Team has not only proved this correct in the last 12 months, they&#8217;ve exceeded our expectations. The team\u2019s willingness to adopt these new practices and their determination to make them work has been born out in every metric by which we measure our customer service performance.<\/span><\/p>\n<p><strong>If you spend five figures or more per year on print, becoming a Solopro customer may mean that you&#8217;ll receive service that&#8217;s more suited to your needs. You can find out if you qualify for our subscription-free service on the <a href=\"https:\/\/www.solopress.com\/solopro\/\" target=\"_blank\" rel=\"noopener\">dedicated Solopro page<\/a>.<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Over the past year, we\u2019ve focused on customer service with some innovative changes that have attracted recognition from our industry as well as our customers. Positive changes to our Customer Service Team structure and headcount have seen some impressive improvements across all the metrics we use to measure our performance. Recognition from industry experts and [&hellip;]<\/p>\n","protected":false},"author":134,"featured_media":73525,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"tdm_status":"","tdm_grid_status":"","footnotes":""},"categories":[550,551],"tags":[],"class_list":{"0":"post-73508","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-print-industry-news","8":"category-solopress-news"},"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Customer Service Success: Print Week Awards 2023 - Solopress UK<\/title>\n<meta name=\"description\" content=\"Recent innovative changes to the way we provide customer service have attracted recognition from our industry and customers alike.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.solopress.com\/blog\/solopress-news\/customer-service-innovation-brings-print-week-award-success\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Service Success: Print Week Awards 2023 - Solopress UK\" \/>\n<meta property=\"og:description\" content=\"Recent innovative changes to the way we provide customer service have attracted recognition from our industry and customers alike.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.solopress.com\/blog\/solopress-news\/customer-service-innovation-brings-print-week-award-success\/\" \/>\n<meta property=\"og:site_name\" content=\"The Latest Print and Design News | Solopress\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/Solopress\" \/>\n<meta property=\"article:published_time\" content=\"2023-03-07T08:15:50+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-03-07T15:44:54+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.solopress.com\/blog\/wp-content\/uploads\/2023\/03\/MicrosoftTeams-image-9.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"2098\" \/>\n\t<meta property=\"og:image:height\" content=\"1399\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Danny Powell\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@solopress\" \/>\n<meta name=\"twitter:site\" content=\"@solopress\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Danny Powell\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.solopress.com\/blog\/solopress-news\/customer-service-innovation-brings-print-week-award-success\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.solopress.com\/blog\/solopress-news\/customer-service-innovation-brings-print-week-award-success\/\"},\"author\":{\"name\":\"Danny Powell\",\"@id\":\"https:\/\/www.solopress.com\/blog\/#\/schema\/person\/0937555a256c22f94400f4b7e2329c09\"},\"headline\":\"Customer service innovation brings Print Week Award success\",\"datePublished\":\"2023-03-07T08:15:50+00:00\",\"dateModified\":\"2023-03-07T15:44:54+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.solopress.com\/blog\/solopress-news\/customer-service-innovation-brings-print-week-award-success\/\"},\"wordCount\":610,\"publisher\":{\"@id\":\"https:\/\/www.solopress.com\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.solopress.com\/blog\/solopress-news\/customer-service-innovation-brings-print-week-award-success\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.solopress.com\/blog\/wp-content\/uploads\/2023\/03\/MicrosoftTeams-image-9.jpg\",\"articleSection\":[\"Print Industry News\",\"Solopress News\"],\"inLanguage\":\"en-GB\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.solopress.com\/blog\/solopress-news\/customer-service-innovation-brings-print-week-award-success\/\",\"url\":\"https:\/\/www.solopress.com\/blog\/solopress-news\/customer-service-innovation-brings-print-week-award-success\/\",\"name\":\"Customer Service Success: Print Week Awards 2023 - 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