Empathy and Customer Support Valued Highly by eCom Customers

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eCom Learning Solution Logo and Wendy Edie-eCom Learning Solutions Managing Director

Market research by the digital learning and assessment specialist, eCom Learning Solutions, has highlighted that those in the market for eLearning and eAssessment materials are heavily influenced in their purchasing decisions by the level of customer support that producers offer.

Linda Steedman-eCom Learning Solution Chairperson

โ€œBefore potential clients commission work, they decide what they think of the suppliers,โ€ explained eComโ€™s Chair, Linda Steedman. โ€œThat decision is based on the suppliersโ€™ competency โ€“ as youโ€™d expect โ€“ but also, significantly, on the empathy they feel they have with the suppliers.

โ€œWeโ€™ve discovered that the purchasing decision is based on competency, reliability, and integrity but itโ€™s establishing empathy with the customer that gets you through the door and keeps you there. This has led us to put great emphasis on customer care and support โ€“ and our customers are telling us that this is keeping us ahead of our competitors.โ€

This emphasis on customer care and support fits well with eComโ€™s culture. Wholly female-owned and run, eCom is, demonstrably, an equal opportunities employer, fully embracing diversity in the workplace among its workforce. This strategy has helped eCom to become a truly global company since 2020, with over half of its annual revenue now generated outside the UK.

Earlier this year, to reflect this shift in its trading patterns, the company changed its name from eCom Scotland to eCom Learning Solutions โ€“ updating its website in the process and stressing its emphasis on customer care.

โ€œWe try to be our customersโ€™ trusted, reliable and preferred partner โ€“ and strive to make our team members a highly visual part of the entire customer experience,โ€ commented eComโ€™s Managing Director, Wendy Edie. โ€œAchieving the high levels of customer care to which we aspire involves being accessible, kind, courteous, responsive, and professional, listening carefully to customersโ€™ issues and concerns โ€“ and then doing everything possible to address these issues and concerns efficiently and accurately.

โ€œeComโ€™s company culture is one in which everyone works together closely, and our teams have more hands-on opportunities to make decisions, see work through to completion, and take responsibility for the end-product.

โ€œAs we stress on our website,โ€ added Wendy, โ€œall eCom customers can expect informed and timely responses to their customer support needs; access to experts aligned with the needs of their stakeholder groups; direct support from our teams when needed; engagement with real people whoโ€™re involved in the customerโ€™s projects, and service levels aligned with each individualโ€™s needs and expectations.โ€

Press Release received on Mail from eCom Learning Solutions

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