It took a while to figure out why it wasn’t working.
The person had trouble getting the Alula mobile app to arm and disarm the home’s system successfully. “But we’re still there to lend a hand if and when a problem arises during an installation.”Īlthough virtually all calls received at the Customer Solutions Center come from dealer partners, Ron remembers one standout call from an end user of an Alula system. “We have a lot of support material available across our website and Partner Training Portal that is always available,” says Ron.
#Alula customer service number professional
A typical call has the team on the phone assisting a service professional with an on location with a homeowner. At any given moment, there may be as many as 40 active product and service calls underway. He said Alula’s technical support team members handle about 170 calls a day in their Customer Solutions Center. “Our target for resolving issues in one customer contact is 95% and we’ve surpassed that target every quarter going back to 2019’s Q2.” “We take every piece of feedback and use it to coach our teams to make the overall service experience better and better for our customers,” says Ron. “We’re pretty proud of the service we provide in the marketplace,” says Ron. And they’ve set a high bar for themselves, aiming to settle all requests for service with a single contact.
Ron Long, Alula’s vice president of operations and customer experience, and his 20-member team recognize the importance of their work. Quality service builds a loyal following willing to share their experiences, often becoming a significant sales asset. The way a customer service team handles assistance calls, delivering timely, attentive and thorough advice, reflects the entire company. Any successful product-based company understands the value of customer service before and after a sale.
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