One of the most satisfying aspects of creating our own technology business has been the ability to design a customer service strategy which reflects exactly how we want our customers to feel.
After spending many years working in a corporate global giant, we learned a thing or two about customer service, and upon setting up our business, we made care one of our core values.
One of the early observations when we set up Olamalu 16 years ago was that the quality of support post-go-live was poor. Once the excitement of creating a new website was over, web development agencies weren’t that interested in putting in the long-term effort to make sure that the website kept working. Customers complained that their web agency took forever to fix an issue, that they weren’t readily available to answer questions and when they did respond, they did so in a language the customer couldn’t understand.
This just didn’t make sense to us. A solution is only a solution if it keeps on working technically, strategically and for the people using it. This idea is one that puts excellent customer support at the heart of operations and is the force behind the Olamalu way.
Part of creating our way of doing things was being crystal clear on what we didn’t want. At the top of that list was the fact that when our customers had an issue, we didn’t want them to feel like a numbered ticket in a queue. We wanted them to feel like a real person dealing with real people. We didn’t want them to be unable to do what they needed to do because they were hesitant about asking for help. We wanted our customers to feel comfortable asking any question and confident that the response they got was in a language that they could understand and that we would take the time to explain anything that didn’t make sense. Importantly, we didn’t want them to feel that we had our finger on the clock, watching every minute.
We wanted them to feel that we were as committed to making their website work for their business as they were.
With those foundational ideas in place, we set about building a technology organisation that truly valued ongoing support for the long term. We had to look outside of our industry for examples of how others were doing this, bringing those ideas back, adapting them to our world and experimenting to see what worked.
Over the years, we’ve continually reviewed our support offering to ensure that it works for our customers. We talk to them frequently to ensure that we really understand what’s going on. On the inside, we’ve invested heavily in regular training and coaching for our technical team, and we continue to keep support as a priority, whatever the other current demands are on our time.
This is a big year for us. We’re in our sweet sixteenth year of being in business, and we wanted it to be a year of significant and positive change at Olamalu. We’re launching a fresh new brand look and feel, along with a new website too. Alongside this, we’ve evolved our customer support model, introducing a whole new approach for our customers that will make them feel more looked after than ever.
In a world where automated chatbots are increasing, we’re doubling our human efforts, offering our customers support that is attentive, responsive and personal.
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We are Olamalu, technical experts and website developers. We’re a friendly and down to earth team based in West Oxfordshire, who work together to achieve brilliant outcomes. We’ve been developing websites and designing tailormade tech solutions for 16 years.
