White Glove Customer Service for Business Technology

White glove customer service is an increasingly common buzzword as businesses attempt to differentiate themselves with personalized shopping experiences and AI technology. No matter what industry you’re in or what product you’re looking for, you will come across brands that assure you they can offer an exceptional white glove experience that sets them apart. 

Assessing whether this is true is a separate issue, particularly in B2B markets such as business technology where purchasing products and services is a long-term commitment built on trust and aligned goals. 

To help clarify what white glove customer service looks like in the business technology sector, here’s what you need to know. 

What is White Glove Customer Service? 

A quick Google search will tell you that white glove customer service is a type of customer experience that goes above and beyond customer expectations. This service model is personalized, proactive, and exceptionally attentive, so that customers feel seen, heard, and valued. The end goal of white glove customer service is that you win repeat business and customer recommendations which can dramatically improve your reputation and your revenue. 

At a high level, this definition seems simple enough. But when it comes to implementing white glove customer service, the way forward is less clear. Understanding customer wants and needs is just the beginning—delivering personalized, proactive, and exceptional service requires a reliable process that aligns with your brand mission, capabilities, and employee skill sets. Additionally, all these activities require the use of technology such as phone systems, CRMs, contact centers, AI engines, analytics, and more tools that can integrate and streamline operations across multiple departments and locations. 

Achieving White Glove Customer Service with Business Technology 

White glove customer service really begins with your core values. If you prioritize the customer experience, you will build you entire organization around it so that every employee has the customer in mind and the tools they need to deliver an exceptional experience. 

This looks like defining your core values to include achieving measurable customer satisfaction metrics, providing a dedicated customer service hotline or team of agents, implementing AI tools that assist customers with their most common needs, and committing to ongoing training and development for your organization. 

Once you’ve defined and aligned on your core values with everyone in your company, you will then have a better idea of the tools you need to achieve shared goals. 

White Glove Customer Service Metrics 

Some common metrics you can use to define success for white glove customer service include: 

• CSAT: Customer Satisfaction Scores can be collected via surveys to measure how satisfied customers are with a product, service, or overall experience. Ask customers to rate their satisfaction on a scale from 1 (Very Dissatisfied) to 5 (Very Satisfied) and add up all scores of 4 and above, divided by the total number of responses to determine how satisfied customers are overall. For customers who choose neutral or dissatisfied scores, you can do a deeper dive into their complaints to see where improvement is needed. 
• NPS: Net Promoter Scores measure how loyal customers are to your brand and if they would recommend you to others. Measuring NPS is similar to CSAT, but a bit more involved. On a scale of 0 to 10, you ask customers how likely they are to recommend your brand and then take the total percentage of promoters (choosing scores of 9 and 10) minus the total percentage of detractors (choosing scores of 0 to 6) to get your final score. NPS ignores “passive” scores of 7 or 8, only contrasting promoters with detractors. 
• Customer Retention rates are a straightforward metric you can use to measure how long customers remain loyal to your brand over a period of time. The longer the period of time you measure, the more reliable this metric will be for demonstrating the value of your brand experience. 

White Glove Customer Service Solutions 

Achieving success with white glove customer service relies on technology and unified processes. While the solutions you need can vary depending on your business and customer expectations, there are a few that almost everyone should consider: 

• Dedicated customer support agents or teams: The most important white glove resources you will offer customers is dedicated attention and assistance from your trained staff. When you provide your employees with the right tools and training, they will establish your white glove experience and be the main point of contact for all customer questions, comments, and concerns. 
• Cloud Business Phone System: A cloud phone system is an indispensable communications technology that serves as the backbone for your operations. The right system will empower staff, connect departments and locations, and integrate with all the line of business applications you need to streamline workflows. 
• CCaaS or CXaaS Platform: Contact Center or Customer Experience as a Service platforms allow you to fully tailor customer experiences in alignment with your business model, employee skill sets, and strategic goals. These solutions provide omnichannel capabilities, AI-powered functionality, and in-depth customer experience analytics to help you deliver white glove customer service that will lead to repeat business. 
• Actionable analytics: Your analytics should be built into your technology, with the ability to customize reports and drill down to the data you really need. The right tool and technology provider will help you get the most from your data. 

How to Find the Right White Glove Partner 

White glove customer service can be more easily and efficiently accomplished with the right partner to assist you. Using some of the points discussed above, you can assess whether a business technology partner has the solutions and reputation for providing white glove service and how they might align with your company mission and goals.  

The advantage of the right white glove partner is that through their established white glove model, you will also gain the best practices, expert support, and technology suite to extend the benefits of this service to your customers. A white glove partner will become an extension of your business, supporting you with white glove services while also helping you provide exceptional experiences for your customers. 

An Example of White Glove Customer Service 

S-NET is an industry leader in white glove customer service in the business technology space. We’re known for our dedicated Client Technology Advisors and project management teams, local onsite installation and support, complete suite of tailored-fit technology solutions, and proactive ongoing maintenance with the results to show for it. We have a 90+ Net Promoter Score, 99.3% customer retention rate, and a long-term customer lifecycle thanks to our white glove service that customers trust. 

Some of the ways we provide exceptional service and support to our customers include:  

• Working with each new client to understand their business goals and technology needs, including needs assessments and site surveys to diagnose challenges and provide expert recommendations. 
• Tailoring our complete suite of solutions to each customer’s unique needs. We provide a “Swiss army knife” of technologies that can adapt to a range of requirements. 
• Providing a team of project management experts to each customer, ensuring a smooth rollout and transition to their new solutions. Each dedicated team includes a Project Manager, Implementation Engineer, and Provisioning Specialist. 
• Assigning a dedicated Client Technology Advisor to every customer account who knows the customer’s business, conducts regular check-ins, and can assist with any questions, comments, or concerns as a direct contact to S-NET. 
• Providing 24/7/365 US based technical support in addition to our continuous monitoring and seamless maintenance. We make sure that all technologies are always running a peak performance and proactively address issues to avoid downtime. 
• Offering support for everything from big picture business goals to the finer points of managing day-to-day business, such as programming holiday hours in advance. 

S-NET is the Solution Network for businesses of all sizes and industries. We’re dedicated to the success of our partners and extend that level of care to their customers, going beyond the technology purchase to ensure complete satisfaction.