GoFax Company Insider: The Importance of Building Customer Trust

There's no doubt that customer reviews are vital to the success of any organisation, especially in an online world that shapes so much of what we do. Many customers read online reviews before choosing a business, and trust them much like a personal recommendation.

Great reviews come down to one thing: genuine care for your customers. So who better to sit down with in this episode of the GoFax Company Insider than our Customer Service Manager, Rob.

Rob, tell me a little about your role at GoFax?

My role is Customer Service Manager, which means it's my job to make sure our service teams have the tools and resources they need so our customers have peace of mind when using our services.

What are your top tips for a happy customer?

Firstly, listen. If there's one thing that will reassure a concerned customer, it's hearing them out. Ask questions where needed and make sure we've taken down their information correctly, but above all give them your full attention. Knowing we're genuinely interested in the issues they're raising gives them the most peace of mind.

Secondly, respond in a timely fashion. Even if a customer has a fantastic one-on-one experience with a support team member when raising the call, that peace of mind will be eroded if we don't keep reassuring them that we're looking into their concerns until the matter is resolved.

What makes GoFax different?

We're local. In a business environment where workloads are often spread internationally, our customers really appreciate that our business-hours support teams are here in Australia with them.

How important are long-term relationships with customers, and how do you provide ongoing support?

There's a lot of talk about "building relationships", but the simple truth is that both a service team and a customer have a better experience when they get on well. With over 15 years in the space, GoFax has built solid bonds and trust with our customers over time.

Why is customer feedback so important to GoFax?

While we do our best to review our service and identify areas for improvement, it's the thousands of pairs of eyes that spot things we simply can't. And as well as we know our own service, customers best understand their own communication needs. When they bring those needs to us, it can highlight a way our system could serve our entire customer base that it currently doesn't.

How do you deal with negative feedback?

Again, listen and learn. Even if a review shows we did the best we could for a customer at the time, there are always aspects of our service we can improve, whether that's system performance or how we interact with and inform our customers.

• Read our reviews on Trustpilot
• Read our reviews on ProductReview.com.au