At the heart of our business is a deep understanding of our clients’ needs, particularly the time pressures they face and the importance of resolving queries swiftly. To ensure we provide the highest level of service, we’ve carefully segmented our customer service department into four dedicated teams. This structure enables clients to connect directly with the relevant expert, ensuring their concerns are addressed quickly and efficiently. Internally, it allows us to operate seamlessly, ensuring that each contact point is handled by the right specialist. Drawing on our extensive experience in the industry, we’ve designed this system to prioritise client satisfaction, making their needs central to our operations. Our commitment to staying ahead and continuously listening to our clients has shaped this thoughtful, well-structured approach.
THE “HOW DO I DO THAT?” TEAM
Client Success
Client Success focuses on creating proactive and sustained value for both the client and the company. It’s a strategic, long-term approach that goes beyond traditional customer service by working to ensure clients achieve their desired outcomes while using the company’s product or service.
They support the onboarding of new users and the propagation of additional services across existing customers by providing on-demand training and individual “how to” guidance. They work with referrals from both Account Management and Customer Support and will proactively contact new or limited users to raise product awareness and build confidence for increased usage.
To contact Client Success, email clientsuccess@search-acumen.co.uk
THE “GET THIS INTO THE SYSTEM AND ORDERED” TEAM
Managed Services
Managed Services provides the manual support required to process complex and difficult orders that cannot be fully automated as well as resolving queries and issues with submitted orders before they are sent to the relevant data providers. This includes the handling of property portfolios and providing quotations for complex work.
To contact Managed Services, email managed-services-team@search-acumen.co.uk or call 0800 240 4710.
THE “THERE IS A QUERY ON MY ORDER” TEAM
Customer Support
Customer Support will handle all queries and issues raised on an order after it has been received by the processing entity right through until the product has been successfully delivered (and any subsequent follow-up should the result be queried). They will interact directly with all parties and look to provide a timely resolution of the query in accordance with our quoted SLA. The bulk of the Customer Service resource sits within this team.
To contact Customer Support, email helpdesk@searchacumen.co.uk or call 0800 240 4746.
THE “HOW COULD WE BE BETTER?” TEAM
Client Experience
Client Experience encompasses all the interactions a customer has with a company and its products or services over the duration of their relationship. It starts from the moment a customer first learns about a business, through the processes of purchasing and using the products or services and includes any ongoing support and post-purchase interactions.
The Team provides a first point of escalation for any unsatisfactory interaction reported by customers as well as undertaking proactive reviews of service and quality within the services team. They will provide feedback, training and recommendations for improvements. They will also proactively undertake periodic reviews with service users to gather feedback on products, services, and the platform to help inform the business generally.
To contact client experience, email clientexperience@search-acumen.co.uk
