Every now and again, I get the opportunity to visit with new customers and learn about their initial experience with Netop. This is easily one of the more fun - and, honestly, unpredictable - parts of my job. I expect going in that the customer has had a positive experience in their interactions with our people and our technology. Every now and again, though, I get to talk with a customer who has such enthusiasm that we write up parts of the conversation and share them with the world.
First Savings Bank Northwest came to Netop in the course of evaluating online chat software about 8 months ago. They are a single-branch bank looking for ways to compete with larger institutions, to attract new accounts and to provide top-notch service to their existing customers. Online chat, of course, was a natural fit.
Netop Live Guide was among a handful of chat technologies evaluated by FSBNW. Heather Fixler, FSBNW's Assistant Vice President of Product Management, shared with me three key ways in which Netop's solution stood out - and why the Bank selected Live Guide above the competition.
- Ease of Implementation - How challenging was it going to be to deploy initial chat campaigns and make adjustments to existing campaigns?
- Ease of Use - How difficult would it be for staff to learn and operate? What level of technical aptitude is needed?
- Scalability - How readily does it scale to meet the evolving needs of the Bank and its customers?
- Service - How dependable is the vendor? What level of technical and customer service can we expect from the vendor?
Being on the inside, it's easy for me to look at our live chat solution and say it's one of the easiest - if not the easiest - to implement and use on the market. We consistently get this from our customers and it's great to know that this was a significant factor in FSBNW's choice of Live Guide. I really appreciated Heather's feedback on my colleagues and the service they provided during FSBNW's evaluation. She immediately felt like she could depend on our team to provide the technical support that the Bank would require and that our staff would be responsive. As she said, "What stood out to us about the Netop team was their commitment to customer service."
It's a great pleasure not only to hear this feedback but also to share it with my colleagues on our support and sales teams that earned these kudos.
You can read the write up on my conversation with Heather here.