Introducing Our New Customer Experience Team
At Flotek Group, we’re all about delivering excellent service and constantly pushing change to improve and innovate.
We’re super excited to announce from today, some major upgrades to our customer support technical team! Get ready for faster response times, more personalised assistance, and a smoother resolution process. Whether you reach out via phone, email, or online chat, expect a quicker and more helpful experience.
Introducing Our Customer Experience Team
Today, we’re launching our brand-new Customer Experience team, and they’re here to shake things up. This dedicated team is all about focusing on your needs and feedback to boost satisfaction and build stronger connections.
What’s New with the Customer Experience Team?
We’ve made some exciting changes to our support structure to better serve you. Previously, we had two support teams, one for comms and one for IT support. Now, we’ve combined the first point of contact team to be cross trained to resolve issues quicker. This means that you’ll only have to contact one team for any IT or communications issue, and they’ll be able to handle it faster and more effectively. If your issue requires more technical expertise, they will then escalate it to the appropriate senior technical person. Our new team members have received cross-training to broaden their skills and knowledge, so they can provide you with seamless and prompt support.
Daniel Sowsbery, our Head of Customer Experience, is leading the charge with some fantastic improvements to make your experience even better.
- Live Chat and Video Calls: Our updated live chat now includes video calls for more personal and efficient communication. Our support team can understand and resolve your issues even better. You can also use video chat through our website to show us issues onsite using your mobile phone camera, which can save you the hassle and wait for engineer visits.
- Ticket Tracking: Track your support tickets in real-time with our online portal. Stay informed every step of the way.
- Knowledge Base: We’re building a comprehensive online knowledge base with articles and guides to help you solve common queries on your own, saving you time and providing instant answers.
- Say Hello to Wyatt: We’re developing a Customer Ai Bot that will enable our customers to ask questions and get quick answers from billing requests to troubleshooting tips. This will save you time and give you immediate solutions. (coming soon!)
Hearing from the Team
I'm thrilled to be a part of the new Customer Experience team, this will bring a more enhanced consistent communication point for our customers, offering more of a premium service through various channels, including phone, live chat, and email. This will continue to enable our customers to use Flotek as advocates, listening and continuously improving to meet their needs.
Our goal is to deliver world class service. We’re setting the bar high because that’s what our customers deserve. Having a Customer Experience team and using the feedback from customers, we can make the best possible improvements which will mean faster response times, quicker resolutions, and greater ownership of customer queries.
Looking Ahead
Our new Customer Experience team at Flotek is committed to delivering nothing less than world-class service. By acting as customer advocates and leveraging feedback, we’ll improve response times, resolution speeds, and overall satisfaction.
We believe this change will not only enhance the customer experience but also drive our team’s growth and development. We are excited about the positive impact this will have on our customers whilst also being available for IT & Communications support 7 days a week, thank you for your continued support as we embark on this journey to provide exceptional service.
Have any feedback you would like to share? We’d love to hear from you! Please take a moment to complete our Customer Feedback Survey.
