Get To Know Liberis: Customer Service 17/05/2017 News The range of choice customers have today is almost endless; with new trends booming, markets expanding, competitors stepping up their game in every sector. It’s true of nearly every product or service, but especially so in finance where customers not only have the traditional options of loans, overdrafts and credit cards, but now an increasingly range of alternative finance choices too. This includes crowd funding, invoice financing, and of course, our own Business Cash Advance. With all these lenders out there competing on price and terms, we’ve got to find a way to differentiate and offer our customers something truly outstanding. And for us, that’s our customer service. It’s our passion – maybe even our obsession! - and it all begins with customer feedback. We’ve conducted online feedback surveys for years, but to improve the way we do things we wanted to develop a more proactive way of monitoring how satisfied our customers are. So, over the past six months, we’ve introduced a range of surveys across the customer journey – from their experience of the application process, to their funding date, and even 30 days after that. Now, we are well aware that nearly every other finance provider or bank is doing the same, or similar things; but the difference with Liberis is that we truly listen to and act upon the feedback we collect. For instance, our customers told us they needed more clarity about the product and how it would work for them; so, we introduced a Key Facts Document to our process to break things down for them. They asked for more communication too, and to keep it transparent as possible; so, we promised to keep them in the loop by introducing update emails, SMS, and phone calls across the customer journey. We’re still a small company so we have the agility to react quickly to our customers’ needs and continuously improve our service. And so far, it appears to be working pretty well! As 9 out of 10 of our customers would recommend us to other businesses and friends if they were seeking finance. We can see this in action as the volume of businesses we see coming from recommendations has doubled since the end of 2016. If you’ve got any thoughts on how we’re doing things, please feel free to share them here and leave us a review on our Facebook page.