Adjustable base supplier Ergomotion has boosted its customer service team by one-third, bringing the total number of representatives staffing its call center to 23. It also made the center a 24/7 operation. Previously, the Santa Barbara, California-based company’s call center operated during daytime hours.
“Over the last five years, Ergomotion has placed customer service at the forefront of the values provided by our brand, but in an industry where customer satisfaction directly impacts customer loyalty and profitability, a 24/7 support line is simply smart business,” said Johnny Griggs, Ergomotion chief operating officer. “Customer service is becoming a key driver of value generation and differentiation in an overcrowded marketplace, and that ultimately benefits the bottom line.”
The expanded hours are a boon to both busy consumers unable to be at home during the day and delivery teams who may have questions during product setup.
Retailers also benefit because the promise of great service is a great selling tool and one that just may lead to repeat business, Griggs said.
Ergomotion is part of Keeson Technology Corp. based in Jiaxing City, China, which has sold more than 1 million adjustable bases in 30 countries.