In the virtual data room industry, it is expected that the providers of these services will promise potential clients that they will provide tighter security, offer fair rates, increase the numbers of bidders as well as percentages of bids, and be accessible 24/7. Because virtual data rooms (VDR’s) process and store documents online, and because technologically advanced solutions are what keeps the market thirsty, an assumed area of investment for companies that offer these services, is in technological innovation. But what about providing better customer service? V-Rooms is an example of a service provider that offers all of the amenities that clients seek from a VDR supplier. However, this is a company that is investing in -- of all things -- more customer service, increasing that particular branch of V-Rooms by 25 percent.
Dan Bradbary, V-Room’s CEO, explains in a press release, “At a time when many of our competitors are trying to cut costs by delivering the least amount of human connection, we are expanding our customer service staff… We believe that a company is only as healthy as its customer service.”
Sometimes the old-fashioned approach is best, and experts agree that providing exceptional customer service is vital for developing a successful business, even today. According to the same report, V-Rooms received an A+ rating from Frederick F. Reichheldeir’s Net Promoter ability test. Reichheld is a Harvard graduate, an expert in business networking and the author of many publications. He is undoubtedly an authority on such matters. The score is based on a scientific system that provides businesses an idea about the strength of their customer loyalty and whether they are trusted enough to have their services respectfully recommended to others.
One reason in particular that lends to the logical reasoning behind improving customer service in services that cross industries is because these circumstances probably lead to miscommunication. When providing technological services to clients in industries like banking, for example, it is probable that there will be moments when the client will feel suspicious or annoyed about having to decipher what they believe to be cryptic jargon. For situations like these, the human connection that establishes rapport, can accomplish what cold information cannot.
The description of the product as printed in the press release is as follows: V-Rooms provides a cloud-based, customizable virtual data room (VDR) solution that is designed to streamline document management, collaboration, exchange and archiving for financial, legal and corporate professionals. The V-Rooms Software-As-A-Service (SAAS) secure document portal facilitates the secure exchange of sensitive information providing compliant and auditable transactions. V-Rooms enable the acceleration of complex, information-intensive processes while reducing the time and expenses associated with data distribution, courier, printing and travel.
Edited by Rich Steeves