February 15, 2024 | CRA Advice

Why Strong Customer Service Makes All the Difference in Your Data Partner

Note: This is part of a blog series about the critical role a background screening data provider plays in the success of your organization and the importance of thoroughly evaluating key areas of your potential partners. In this blog, Vince Brodt, InformData’s Executive Vice President of Sales and Strategic Accounts, shares his insights on the importance of your data provider having a robust customer service team.

The background screening industry operates in a complex world – countless jurisdictions, diverse data sources, and millions of orders demanding accuracy and speed. Amidst this intricate operation, unexpected questions and issues are inevitable. What if you need assistance from your data provider on a customization request, jurisdictional delay, questions about a conviction record, or maybe even a dispute, and… emails go unanswered, phone calls get routed to voicemail, and finding the right person feels like navigating a maze? There’s nothing more frustrating.

This is why it’s important that your data provider has an appropriately staffed and experienced customer service team - timely resolution and dedicated support are crucial for you to be able to operate efficiently and meet your customers' needs.

The Power of a Robust Support Team

The expertise and dedication of your data partners' customer service team can make a world of difference in your experience:

  • Dedicated Support and Assistance: Navigating the intricacies of background checks can be complex. A responsive and knowledgeable team can answer your questions, guide you through processes, and offer tailored solutions.

  • Timely Problem Resolution: Issues happen, but delays can be costly and frustrating. An experienced support team ensures you have multiple points of contact for swift problem resolution, minimizing disruptions and ensuring smooth workflows.

  • Customization and Tailoring: One-size-fits-all doesn't cut it. A capable customer service team can work with you to understand your specific requirements and provide background screening results tailored to your industry, customer requests, and compliance needs.

  • Clear Communication: Open and effective communication is key. A team with diverse expertise clearly explains data and products, empowering you to make informed decisions.

  • Your Voice Matters: A dedicated team actively seeks your input and uses it to refine their services and better meet your evolving needs.

Partnering with a data provider that skimps on service and customer satisfaction can leave you feeling unsupported and lost. Whether you need basic assistance or help navigating a complex situation, limited assistance can make even the smallest issues become drawn-out nightmares.

What Sets InformData Apart

Forget settling for subpar service. At InformData, we empower a passionate team of over 55 seasoned professionals dedicated to exceeding your expectations. We don't just wait for problems to arise; we proactively anticipate and analyze support data to identify potential challenges before they escalate and disrupt your workflow. With fast response times and a seamless approach, our team tackles challenges head-on, ensuring uninterrupted peace of mind.

Feedback is important to us, and we take it seriously. That's why we send in-depth customer satisfaction surveys bi-annually, gathering valuable insights about our products, services, and overall experience. The feedback is like gold – it helps us identify areas where we excel and pinpoint areas where we can improve. Whether it's enhancing existing features, developing new solutions, or refining our customer support, the responses fuel our ongoing growth and commitment to providing our customers with the best possible experience.

But we don’t stop there. Our customer service team is dedicated to understanding the unique needs of you and your clients. They prioritize delivering your data exactly how you need it, every time, thanks to our MyWay ResultsTM technology.

This commitment to excellence isn't a one-time effort; it's the guiding compass that shapes our customer-centric culture and defines the unparalleled service we're known for.

Is Your Data Provider Equipped to Support You?

When evaluating a potential data provider, don’t underestimate the importance of their customer service infrastructure. I recommend that you have an in-depth discussion with them about the level of support you should expect to receive during your partnership. You can ask them what the structure of their customer service department looks like and find out some of their service-related metrics, such as:

  • First Response Time: The average time it takes for a support member to initially respond to a customer inquiry. A lower first response time typically means faster issue resolution and proactive engagement, so you’re not left waiting extended periods for a response.

  • Full Resolution Time: The average time it takes to completely resolve a customer issue from start to finish. A lower full resolution time also typically means faster problem solving, minimizing your delays and keeping you on track.

  • One-Touch Rate: The percentage of customer interactions that are addressed and completed in a single interaction. A higher one-touch rate generally indicates efficient problem-solving and clear communication, saving you time and frustration.

Once you’ve decided on a partner, outlining an escalation path for certain issues is important to ensure alignment and the quickest resolution possible. Above all, you should have a dedicated SLA (service-level agreement) defining standards for support. The SLA will clearly outline the level of service you can expect and define metrics and standards to help manage expectations and hold your provider accountable for their performance. It will give you peace of mind knowing you have a guaranteed level of service and that your background checks are being handled efficiently and accurately.

Choosing a data provider doesn’t just mean getting background screening services; it means gaining a dedicated partner with your success in mind and providing exceptional customer service every step of the way. When you’re evaluating a potential data partner, be sure to keep this in mind.


Up Next: In the next part of this weekly blog series, Vince Brodt, InformData’s Executive Vice President of Sales and Strategic Accounts, will explore the importance of your data provider having in-depth quality and compliance controls in place.

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