Pivot Group, LLC - What We Do

Callbacks build customer loyalty
Customers appreciate it when you take the time to check in with them. Customer callbacks indirectly communicate that you are concerned about your relationship.
Callbacks identify issues before they fester
Sometimes small problems with service become a source of great frustration for customers. By proactively checking in on a customer, you can find and fix these types of problems before your relationship with the customers is at risk.
Callbacks often generate sales leads
When customers ask for more information about a service Pivot has mentioned during the course of the survey, callbacks turn from research into sales opportunities. When this happens, Pivot sends “Callback Alerts” to your sales staff.
Callbacks indirectly promote your services
After determining how a service install or repair call was performed, there is often an opportunity to ask about and discuss your company’s other services through awareness-type questions.
Callbacks collect more honest feedback from customers
Customers will say things to an independent third party that they won’t say directly to you, particularly if they are upset about something or worried about getting an employee into trouble.
Callbacks give you the ability to assess employee performance
Callback surveys help pinpoint which employees are stars, and which employees aren’t representing your company very well.
Callbacks create incentive for employees do their best
When employees know that Pivot is performing customer callbacks, employee performance improves. Monitored employees simply perform better.
Callbacks provide insight into internal communications problems
Does you company have difficulties with hand-offs between customer-facing departments such as customer service and field techs? Pivot’s callback service will identify whether this type of problem is occurring too often.