If you’re somewhat familiar with our “everything HR” iblog, you know that we LOVE stories/articles/studies about customer service and the customer experience. While it’s not always a direct HR focus on the candidate experience or employee satisfaction – we know that everyone, regardless of job function, has a “customer” to satisfy. So whether it’s candidates, employees, or clients, I thought I’d take the time to explore some customer satisfaction best practices. And with our Annual Customer Advisory Council just around the corner, I couldn’t help but brag on how iCIMS treats its customers…
Focus on Communication
Having a CRM tool in place is key: Whether its automated responses to candidates or sending out employee news, make communication frequent and clear. Consider having an open door policy in your office or instant messaging services installed on computers.
Here at iCIMS, our help desk is available 24/5. Call us, email us, or visit our brand-spanking-new Customer Care Site. This dedication to customer support and satisfaction has helped iCIMS maintain a near-perfect 97% client retention rate since 2003.
Train Train Train!
User adoption starts with training. Whether it’s training a new employee or training a new client – the quicker they become familiar with what’s at hand, the quicker they become loyal to your company or product. Having a streamlined onboarding strategy helps ensure a new employee is amped up and ready to go the first few days on the job.
Our staff of experienced training and education specialists ensures that every iCIMS' training session is tailored to the unique process flows and compliance needs of the client. We even offer a full training library of videos, guides and upcoming webinars to help maximize our clients’ knowledge of the system. iCIMS' commitment to client training and education has helped iCIMS achieve the highest user adoption ratings in the industry!
Offer Forums/Idea Exchanges
Gathering candidate and employee feedback can be a great way to find out which HR functions are working and which just aren’t getting the message across. Consider holding forums with your employees to find out what they want. Employee satisfaction = corporate success.
At iCIMS, we know our customers are our best engineers. That's why we take the time to listen to them, and provide forums for customers to exchange ideas. One of these forums is the iCIMS Customer Advisory Council (CAC). This user conference is comprised of a subset of iCIMS' customers that meet regularly to discuss HR issues, iCIMS' solutions, and ideas for product improvements.