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CUSTOMER SERVICE AND TECHNICAL SUPPORT – SUPER IMPORTANT PARTS OF ESBE

2022-10-04

What consists of 4 employees, 30 countries and 120 daily questions? Say hi to customer service and technical support at ESBE headquarters.

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All ESBE companies have a department for customer service and technical support. The departments personify our brand in contact with customers and they are doing a great job everyday meeting and responding to our customers’ questions. We had a chat with Katarina Jaktlund Landh, who is a team leader in the customer service department at the head office in Reftele. In addition to Katarina, customers meet Thilda Andersson, Julia Holm and Patrik Nilsson.

What do they actually do during the day? Will they be needed in the future and what do they want to advise? You will find the answers in the interview below.

Why is customer service and technical support an important department?
We are pulling the strings. We are here for customers when they need help with everything from choosing a product to installing a valve.

Are you all doing the same thing?
The department in Sweden consists of a team leader and three customer service employees specializing in technical support. The customer service employees divide countries, customers, phone, email and orders. The team leader supports in administrative and technical matters, supports the sales department, sets up new customers and contracts.

What does a typical day look like?
We help installers and customers through phone calls and placing orders, we answer emails, handle complaints and returns and sort out technical issues.
The distribution between phone calls and e-mail is approximately 50-50 and if we add them together, we handle between 90 and 120 calls every day.

What are the most common questions?
Questions about price and delivery time, help with controller settings and help choosing the right valve for the purpose.

How did you become so good at answering all the questions?
We learn from each other, from the customers and through internal product training. 
Which countries do you serve from ESBE AB?
We serve 30 countries, worldwide. In alphabetical order, it concerns Afghanistan, Argentina, Armenia, Australia, Azerbaijan, Belarus, Bulgaria, Chile, China, Cyprus, Denmark, England, Greece, Finland, the Faroe Islands, Iceland, India, Ireland, Japan, Jordan, Kazakhstan, Norway, Russia, Singapore, South Africa, Sweden, Turkey, Ukraine, USA and Uzbekistan.

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Parts of the ESBEs customer support team

How long have your team worked at ESBE on average?
We have worked here for five and a half years on average.

What is the most challenging and fun part of the job?
The most challenging part is that we act as a technical problem solver. We need to adapt to each customer and be educational. The most fun part is really the same thing. It’s a lot of fun to be able to help and to talk to customers about technical matters.

Okay, but what is the best thing about working at ESBE’s customer service?
It’s our varied tasks and our good atmosphere. We have a lot of fun here!

If you were to give a tip that many miss on the ESBE website, what would it be?
Many people miss that there are tutorial videos under the support tab on ESBE’s website. Here, work is underway to add more videos and products.

Last question. Where do you think ESBE will be in 10 years? Will the installers need customer service even then?
In 10 years ESBE will have greater production and we have developed new product groups. If customer service will be needed? We will always be needed!!!!

 

ESBE POLAND
Customer Service and Technical support
Contact: Tel. +48 (0) 61 85 10 728 E-mail: info.pl@esbe.eu
Number of employees: 3
Countries they serve: Estonia, Latvia, Lithuania and Poland.

Read full interview and get tips from customer/technical support in Poland (Click Here) 👇

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Customer service and technical support – super important parts of ESBE

All ESBE companies have a department for customer service and technical support. The departments personify our brand in contact with customers and they are doing a great job everyday meeting and responding to our customers’ questions. We had a chat with the coworkers Agnieszka, Marta and Krystian.

What do they actually do during the day? Will they be needed in the future and what do they want to advise? You will find the answers in the interview below.

Why is customer service and technical support an important department?
A customer service is the business card of any company. The quality of customer service, together with the quality of products, helps to build a strong market position.
We have direct contact with customers, and we are sometimes the first contact which means the first opinion about ESBE.

The technical department is very important, because it helps you to consult, check and select the right products for your installation requirements. As a result, the devices will work properly and for a long time. 

Are you all doing the same thing?
ESBE Poland offer customer service (Agnieszka and Marta) and technical support (Krystian). At customer service we are responsible for phone and email contact with customers, we are in contact with regional representatives, we work with order processing, monitoring shipments, claims, administration and the company’s workflow in general. 

The technical support guides the customer to the best option for installation and presents several excellent solutions according to requirements (e.g. excellent in terms of price, performance and product availability). Sometimes customers are redirected from our sales managers that provide basic technical support, but if a customer needs more, he can always contact the technical department. The technical department is also responsible for complaints.

What does a typical day look like?
Our department supports customers, installers, with product offers, determining the availability of goods, informing about changes in the assortment.  We also redirect purchase enquiries to the key account manager or the wholesalers who work with us. If technical problems arise, we put installers in touch with our technical department.

We get approximately 40 questions a day (depends on the month). 80 percent are emails, 20 percent are phone calls.

What are the most common questions?
Is the product available? What is the current price? When will I receive my order? Can you advise me of a suitable product? What is the transport cost? Can I buy ESBE products in ESBE shop? What are the most popular products for a particular type of installation?
Can I use the product in another installation (not necessarily designed for it)?
Could you present differences and the principle of operation between products?

How did you become so good at answering all the questions?
Customer service: 
Experience, patience in listening, personal culture, company-specific knowledge. 

Technical department: 
I gained theoretical knowledge during my engineering and master’s studies. Combined with daily contact with people, I was able to translate theoretical knowledge into practical knowledge.

Which countries do you serve from ESBE Poland?
We serve 4 countries. Estonia, Latvia, Lithuania and Poland.

How long have your team worked at ESBE on average?
We have worked here for five years if you add up our years here.

What is the most challenging and fun part of the job?
Every day is a challenge, haha. No but seriously, the most challenging part is to provide the best possible technical customer service and to select the right product for the specified technical data provided by the customer. The most fun part is customer satisfaction and when we get information about that our work helped the customer. 
We also enjoy meetings and teambuilding trips. They help us to build relations and understand each other in everyday work.

Okay, but what is the best thing about working at ESBE’s customer service?
We love to interact with people and coordinate sales.

If you were to give a tip that many miss on the ESBE website, what would it be?
It is good to use the search engine on the ESBE contact page. There you can find resellers of ESBE products in your area (just click ‘All’ when you have typed the desired country).

Last question. Where do you think ESBE will be in 10 years? Will the installers need customer service even then?
We think that ESBE will continue to be the largest manufacturer of HVAC products. We hope that ESBE will follow the trends related to energy changes and the product range will focus on renewable energy solutions. Finally, customer service and technical support will always be need!!!!