Service with Respect
As we celebrate National Customer Service Week, we want to take a moment to reflect on one of the theme's for the week: Service with respect.
This gives us the perfect opportunity to acknowledge and say "thank you" to you, our loyal customers, for the trust and continued support you've shown us. We understand that in today's competitive market, you have options. That's why we are truly committed to providing you with a world-class customer support experience every time you choose us. Your satisfaction is at the core of everything we do, and your loyalty motivates us to continue raising the bar in service excellence.
At Croda, we genuinely hope that the service we provide meets - and exceeds - your expectations. Whether your using our Avanti ResearchTM research-use-only materials or our AvantiTM range of GMP lipids, it is our desire that you are happy with the level of service you receive from our customer care team. If you ever identify an opportunity for us to improve in any aspects of the service we've provided, please let us know so we can continue to improve to exceed your needs and expectations. If you would like to provide feedback or get in touch with our customer care team, please send an email to customerservice@avantilipids.com. We would love to discuss your feedback or request with you, no matter how big or small.
We thank you for your loyalty and look forward to the opportunity to support you from research innovation to GMP excellence!
Keep reading below to find out more about the rock stars who make up our customer care team and initiatives that we're implementing to better support you in the future!
-The Avanti Customer Care Team
Our latest initiative - support ticketing system
In our continued efforts to improve upon the customer care experience, we have taken the opportunity to implement Zendesk, an email management platform capable of generating support tickets.
Here are a few tips to help us deliver the benefits listed above through the ticketing system:
- Send all requests directly to customerservice@avantilipids.com. If you have been speaking directly with someone outside of customer service and would like to include them on the request, please CC that individual, but make sure the email is sent to customerservice@avantilipids.com
- Once a request has been sent and a ticket number generated for that request, please continue communicating through the same email chain that originated the support ticket.
- Try to avoid starting a new conversation for a request that has been assigned a ticket. Starting a new conversation will create a secondary ticket and could create longer response times as a result.
- Any helpful information that you can include in the email's subject line will help us streamline our processes and respond to your support request more efficiently. For example: If you are wanting a new quote, please add "quote request" to the subject line of your email. If you are submitting a purchase order, please add "new purchase order" in the subject line of your email.
FAQs:
What is Zendesk? Zendesk is a cloud-based email management system designed to help businesses manage customer support.
What does this mean for me as a customer? This platform helps turn all customer email communications sent to our general customer service inbox (customerservice@avantilipids.com) into a system generated ticket. This allows us to organize, track, and resolve support requests in a more efficient way.
How does it work? After a system generated ticket is created, it will require an actionable response from the customer care team within 24 hours of receipt. Any support ticket not responded to within that initial 24 hour period will be escalated to system administrators to ensure that all support requests are being answered in a timely manner.
Why is this important? It is our expectation that this will help reduce response times, improve communication, and increase efficiency of resolution. And as an added bonus, this system gives customers an opportunity to provide real-time feedback to drive further improvements to our service levels.
Should I interact with the customer service team differently now? Yes and no! If you are already sending all your requests for support to the general customer service inbox (customerservice@avantilipids.com) then keep doing what you are doing. If not, please start sending your support requests to the general inbox listed above. This ensures that your request is given a ticket number and will be responded to by the next available customer care team member. Requests sent to an individual team member's inbox could result in delayed response times.
