Zero negative reviews and 98 Net CSAT Score – how SmileBack helps StripeOLT stand out

by SmileBack
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1 min read
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The MSP world is full of talent, simple solutions, and incredible products. But as StripeOLT know, what sets you apart is customer service.

“Simply, you need to offer friendly, helpful customer service at all times,” says Andy Fergusson, Delivery Manager at StripeOLT.

“We pride ourselves on the service we provide, and SmileBack is a representation of how we deliver. Being open and transparent like this helps us stand out from all the very capable competition, and helps us create better bonds with the people we work with.”

Since joining SmileBack, the team at StripeOLT have reached a 98.4 overall Net CSAT score, thanks to 430 reviews collected in the space of just one year. Their review response rate also increased from 25 percent to a stunning 53 percent.

As the picture on the right shows, there has been a vast difference year-on-year (2017 on the left-hand side; 2018 on the right-hand side), and now the team can boast zero negative experiences.

Two members of the StripeOLT team – Andy Fergusson and Tom Robbins – sat down with us to give us their story, their experience with SmileBack, and their future aims. See what they had to say at the top of this post.

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