Customer service is much more than just talking to customers โ it's an art that lets you take your business to new heights through customer satisfaction.
At ESTO, we understand the importance of good customer support and we're committed to giving every customer the best possible experience.
Why does good customer service matter?
As many as 84% of companies committed to developing their customer support report growth in financial results. Quality service increases customer loyalty and reduces the risk of customers switching to a competitor. Positive experiences also encourage customers to share their experiences, which further boosts a company's reputation.
What's more, positive interactions with customers give a powerful competitive edge, especially in the digital world, where customer experiences and reviews are easy to find and significantly influence potential customers' decisions. So investing in quality customer service is vital for a business, contributing both to a better reputation and to longer-term financial success.
At ESTO, we're well aware of these factors and we're continuously committed to developing our customer service, to ensure our customers' lasting satisfaction and trust. We focus mainly on Google reviews, where customers can leave feedback after using ESTO's services or interacting with customer support. Google reviews are public and a great way to build brand loyalty, since many customers look for additional information about a company specifically through Google search. Thanks to good customer relations, we've now reached 4.5 out of 5 stars on Google.
The principles of good customer service
The principles of professional interaction โ speed, accuracy, transparency and quality โ are the foundation of what we do. These principles help us define what customer service means to our team, and thanks to them we can set effective and measurable goals. For us, it's important to help the customer as quickly and efficiently as possible, whatever their concern or question.
We asked one of our customer support specialists about the key skills ESTO's customer support experts rely on.
"We consider the core skills to be a thorough knowledge of our own services, transparency, openness, and a solution-oriented mindset. For us, the customer always comes first. Our customer support team members are some of the friendliest people you'll ever meet. We believe that people with a positive mindset can solve almost any problem as successfully as possible.
Quality customer service at ESTO also means constant, innovative change. Our specialists are trained to provide the best service, keeping the customer's interests in mind and always offering a personal approach, while following the highest standards.
This approach sets us apart from others and builds a trustworthy, lasting relationship with our customers."
Key customer service skills in the financial sector
ESTO's customer support experts work every day on resolving customers' concerns and introducing ESTO's products. To build trust, we apply a range of skills carefully tailored to a financial services provider, in order to meet our customers' diverse needs.
Without a doubt, thorough knowledge of financial products and services is essential to giving customers accurate and relevant advice. In the financial sector, it's also important to understand the complex regulations and privacy requirements that affect customer interactions.
Building and maintaining trust is also at the heart of customer service in the financial sector. This requires excellent communication skills, empathy and transparency, to help customers feel secure when making their financial decisions.
It's important to be flexible and adaptable, given customers' diverse needs and expectations, which can change quickly in the world of finance.
The differences in customer service for ESTO's private and business customers
The main difference between interacting with private and business customers lies in the kind of issue that needs resolving. But in both cases, fast and professional communication is always the focus.
Business customer service at ESTO involves solving complex problems and providing quality partner support. ESTO's partner team plays a central role in helping partners, supporting them in decision-making, offering advice and resolving issues that come up. We try to be as personal as possible, since that's the only way we can offer our business customers the best service in the financial sector.
For private customers, our focus is on finding the help and information they need as quickly as possible. Our goal is to make sure that at every step, the customer can easily get a fast answer to their question. Only this way can we make sure customers can fully trust ESTO.
Flexible payment solutions
At ESTO, we understand how important a customer's finances are, and the responsibility they take on when using our products. Our payment solutions are designed to give customers maximum convenience and a range of options to better manage their finances.
At ESTO, we focus on more than just offering help โ we're committed to understanding our customers' needs and ensuring their satisfaction at every step. Our experts always deliver service that not only meets but exceeds expectations, building a strong and trustworthy relationship with our customers.
Read more about ESTO's customer service on our blog: What makes ESTO's customer service exceptional?