Customer satisfaction starts from within

Customer success image
April 26, 2013
Relationships are hard work. Trust, communication, happiness, and commitment all play an important role in building a strong, satisfying relationship. These characteristics shouldn’t be left to just your personal life though—they are equally important in your professional life. Take a moment to consider all of the customer service relationships in your life.
  • Are you greeted by an automated answering service or a real person?
  • Do you feel comfortable calling with any type of issue?
  • Do you know each other by name?
  • How much do you trust the guidance provided?
  • Are you happy in this relationship?

With a world-class customer satisfaction rate—which means our customers are either "very satisfied" or "extremely satisfied”—we can't say our customers have relationship issues.

How do we do it? It's quite simple, actually.

We're a relationship-driven company, and it starts from within. We only hire true team players who make up strong, supportive teams.

The results of this work culture are evident in our service. Our Customer Success Managers (CSM) are an extension of our customers' teams. CSMs collaborate with and provide guidance to our customers, sharing real bonds forged by working closely on common projects.

"When I call, nine times out of ten our Customer Success Representative answers the phone and solves my problem within two minutes. WebFilings service just floors me. It's night and day from any experience I've had with any software provider," says Steve Harms, Assistant Vice President of Accounting Research for American Equity.

Andrew Douglas, a CSM, enjoys working with American Equity just as much. "American Equity is great to work with. When talking with Steve, he calls me ‘Dougy.’ It’s great to have a personable relationship with someone that you work with on a regular basis."

At WebFilings, we take professional relationships personally.

Want your very own CSM? Request a demo and you'll be halfway there!

To see even more about our world-class customer satisfaction, visit the Customer Success page.

Mitz Banarjee

About the author

Mitz Banarjee is the Head of Global Client Services at Workiva. Over the past 10 years, he has been heavily involved with technology companies of all sizes at an operational level driving customer satisfaction and customer loyalty.