Our passion for customer care is evident at Avcomm Solutions. As longtime members of the premier organization for customer care, SOCAP International, we've rubbed shoulders with some of the top names in customer care, and have learned from the collective wisdom of the group. Building upon this, our philosophy of relationship building is evident in all of our interactions, and a desire to serve is our #1 goal.

We understand the importance of getting the right device into our customers' hands from the start. We know that time is money; we ship all in-stock orders received before 3 p.m. CT out the very same day, and we offer a 30-day money back policy for complete satisfaction.

Of course, it makes a difference that we offer only high quality products, which makes us confident in their performance in the "real world." This pays off in the long run: less down-time for agents who rely on their headset to work; less money spent overall on headsets; less time spent fixing or troubleshooting headset problems.

Before purchase, our team provides plenty of pre-sale support, which includes a needs assessment, product recommendations, connection to manufacturer promotions, samples if warranted; post-sale support includes product set-up, tech support, and warranty assistance. We maintain close partnerships with our brands, so that are able to offer volume purchase discounts and specialized promotions.

SOCAP International is an organization unlike any other in the world of customer care. Two national events each year provide guidance, numerous opportunities to network and collaborate, outstanding and relevant content, and an overall experience to the world of customer care that is truly unique. Local SOCAP chapters host meetings and networking opportunities throughout the year for continued connection and learning. SOCAP's core values of Caring, Community, Innovation, Leadership and Professional Development drive all of the SOCAP initiatives.

We are sponsors and exhibitors at the upcoming SOCAP Annual Conference: Reimagine Customer Care in Tucson, Arizona. If you stop by our booth in The Exchange between 1-2 pm on Monday, Oct. 21, we are sponsoring a Relaxation Break, along with our friends from Stafford Communications. We will also have our products on hand and ready to test!

If you'd like to learn more about Avcomm's customer care philosophy, membership in SOCAP International, or the Reimagine Customer Care conference, please reach out to us at 1-866-998-9991, or send us an email. We encourage businesses of any size, and in any industry, to take a closer look at SOCAP and what it can do for your customer care team.

With 2019 now firmly established, we took this opportunity to look with fresh eyes at our business, our customers, and our thoughts about what we resolve to do in this new year.

Let's dive in:

1. We resolve to continue to provide stellar customer service.
Our Customer Care team is committed to our customers. We anticipate customers' needs and have product on hand and ready to ship. Sample units are sent when customers are unsure of what they need; and our 30-day money-back guarantee makes sure our customers are happy with the products that they purchased.

2. We resolve to give our customers more than they ask for.
We know which promotions give customers the best deals, making those budgets stretch farther. In working closely with our brands, our headset experts are aware of new product releases and features that help customers work smarter. We provide information via our blog and YouTube channel that adds value to our product offerings.

3. We resolve to answer all questions quickly and completely.
Whether you connect with us through the Internet, by phone, in person, or through email, our goal has always been to help customers through each purchase, tech support question, or warranty issue. Pre-sales support is mission critical, and customers receive what they need so they are able to open the box and use products immediately. What's a quick disconnect cord? Which headset works best with my phone? Why is my wireless headset making a beeping noise? Can I use a headset with my hearing aid? These questions are common, and our goal is to provide useful, comprehensive answers.

4. We resolve to tell our customers what they need to hear, and not just what they want to hear.
If we don't have the product on hand, we will let you know that delivery will be delayed. If we don't know the answer, we will tell you. (And then, we will research until we find the answer.) If we made a mistake, we will admit it. Our guiding principle at Avcomm Solutions is integrity.

5. We resolve to provide information that is essential to business productivity.
We share what we know. While some experts say "Leave it to us" we say "Let us share our knowledge with you." The Avcomm Solutions blog, YouTube channel, and social media sites Twitter, Facebook, and LinkedIn, are updated continuously with valuable information that benefits our customers. Information such as, how to change a battery in a wireless headset to which Active Noise Canceling headsets are available for office environments, headsets are our focus and specialty, and we love to talk about them!

Do you make resolutions each year? Are they personal or professional (or both)? Share your resolutions on the Comments tab, above.

We are grateful for your business, and your trust in us! Here's to another successful year!

Visitors to the Avcomm Solutions web site may have noticed a new bright orange bubble in the lower right hand corner of their screens, announcing our “Live Chat!” When you see that pronouncement, we are online and happy to help! We are thrilled to be able to connect with our customers in a new way, in real time, to answer their questions immediately.

Adding Live Chat was a natural progression in our customer care, and we are part of a larger trend. In an informal survey of a variety of ecommerce web sites, the option to chat live is prevalent. Statistics show that consumers across the Internet find chat a valuable resource when they are making on-line buying decisions.

According to this infographic by Tagove, research by Forrester shows that 44% of online consumers say that having questions answered by a live agent while in the middle of an online purchase is one of the most important features a website can offer. In the same infographic, citing an ATG Global Consumer study, 90% of customers consider live chat helpful! That’s a pretty powerful statistic, and one that Avcomm wants to capitalize upon.

Companies say that live chat increases employee efficiency if they are empowered to handle multiple conversations at the same time. According to this TNW post, some live agents can handle up to 6 conversations at a time (depending upon complexity of the issues, of course). And, research has shown that live chat can improve conversion rates, meaning more sales. Additionally, during chats, agents are able to chat with each other, and can gain support and advice from colleagues during particularly difficult customer conversations.

“I believe that businesses need to be aware of the ways their customers prefer to engage and then be willing to offer those various avenues of communication. For us, we started to noticed an increase of phone calls from website visitors who had simple questions or inquiries. As I put myself in those customers’ shoes, I knew my preference would be to click to chat for a quick answer, if that option was available to me, versus having to call in," says Sara Diaz, Director of Sales and Customer Support at Avcomm Solutions. "I am very excited that Avcomm now offers Chat as another means for my team to support our customers.”

After careful perusal of many of the chat options on the market, choosing LiveAgent as our Chat platform was a no-brainer. LiveAgent is the most reviewed and #1 rated help desk software for SMB in 2017. As a self-certified woman owned small business, we value both the features and the reasonable cost per month. The phenomenal customer service and support that we have received from LiveAgent was also a deciding factor.

We are extremely pleased to be able to chat with our customers in real time to provide them the best possible support and so far, in the short couple of months that we've been live, we've found our customers utilizing chat for needed product recommendations, product verification, order tracking and more!

As we have navigated and observed the world of customer service recently (through various personal issues such as broken washing machines, trying to cancel auto ship orders, and tuning into news and social media reports), we are once again struck by the differences between us versus them: here at Avcomm, we care. And sadly, we are finding more often than not, that other companies just don’t.

What does the customer experience look like when a company truly cares?

1. Inquiries are answered timely and the customer isn’t expected to wait on hold.
   When you call Avcomm, you will not be left hanging on hold for over an hour (yes, this happened to us recently!). Typically, your call is answered within the first several rings; if not, leave us a voice mail, and we will call you back right away! We promise. When you use our “Chat” feature, rest assured you will be answered immediately. It’s disappointing and frustrating to have to wait … and wait … and wait … Can you imagine being expected to wait in a chat for 25 minutes or longer? Well, it happened this week to one of our team members. True story!


2. It is clearly evident that the employee knows their stuff.
   Avcomm fully trains our staff to know the products and business processes inside and out. Not only do we know enough to provide the best product recommendations, but we also offer full tech support! We know our products, we know our customers, and what we don’t know, we find out (see #4).


3. The company doesn’t try to sell you something that you don’t need.
   Avcomm doesn’t offer incentives or commission to our employees for their sales. This might surprise you, but it’s true! Knowing we’ve helped our customer make the right purchase and that their work life will be better because of it, is what’s most important to us. And, if we recommend an additional item with your purchase, it’s because we truly think you would benefit from it and should take it into consideration.


4. Concerns are addressed immediately and a resolution is made.
   It’s important to Avcomm Solutions that our customers have the product they need and are extremely satisfied. We are on the case until the case is closed – think of us as the Nancy Drews of the headset world. Just like Nancy solves the case (for example, “The Bungalow Mystery,” where Nancy digs up the truth in a bungalow cellar) – we find what you need: whether it’s answers, product, tech help, and more.


5. The customer feels appreciated and happy.
   We are committed to building positive relationships with our customers. Relationships that last a lifetime. We do not base our success upon the amount of the sale, but upon the fact that we have loyal customers who buy from us, year after year after year.

While we’ve seen some rough times in the world of customer service lately, we would never want your experience with us to be negative.

Doesn’t it feel good to know that someone still cares?

Here at Avcomm Solutions, Inc., we keep things simple. Are we giving you, our customer, what you need? We sure hope so.

Finding the very best solutions to your headset and conference phone dilemmas gives meaning to our days. From the home office in the center of the U.S., our customer care team of Sara Diaz and Carey McCoy work hard to give you answers, great products and fair prices.
 
How do we manage this? In a few ways, such as:

Our Midwestern Hospitality
Clichéd? Of course. True? You bet! Neighbors looking out for neighbors is a common theme around here, and one that we at Avcomm embrace. We’re always on the lookout for products and services that make sense for you. Once your products reach you, we expect to continue the relationship by answering any questions you may have about product setup, assisting with technical concerns and warranty repairs – and, of course, your feedback is always appreciated!

Strong Partnerships
By working with the best manufacturers in the headset and conference phone world, Avcomm Solutions offers products from Jabra, Konftel, Plantronics, Sennheiser and Yamaha. Partnerships with these companies allow us to get the essential support, resources, and information to you when you need it. You can rely on our expert advice!

A Commitment to You
We understand that you want to do your very best for your customers. We know that you want to keep your employees happy and productive. Sure, it’s a balancing act, but when you get it right, the results can be transcendent. We have great products that make communication clear and simple, and we’re here for you.

At Avcomm Solutions, Communication is Our Business.

We are very excited to announce some new ways to reach us: on Twitter: @AvcommSolutions, LinkedIn: http://www.linkedin.com/company/avcomm-solutions-inc- and Facebook: Facebook/AvcommSolutions