The customer care team comprises eight dedicated skilled professionals, each bringing experience from their previous roles within the company. All team members have transitioned from internal sales roles within ICS Cool Energy, bringing a range of product knowledge. This team is trained to manage enquiries across multiple channels, including real-time web chat, ensuring that customers receive immediate and effective responses.
“The establishment of our customer care team marks a significant step in our commitment to providing an excellent customer service experience,” said Lisa Eagle, customer care manager at ICS Cool Energy. “This team’s primary task is to immediately address new enquiries, maintaining a seamless communication flow between our customers and sales engineers. By doing so, we ensure timely and accurate response and quotations, enhancing the overall customer journey.”
Additionally, the revamped website includes real-time web chat managed by the customer care team. This feature ensures customer queries are addressed instantly, reducing lead times from initial contact to solution.
“We’ve listened to our customers and recognised the need for a more accessible and interactive platform,” said Suzanne Pinchin, marketing manager UK at ICS Cool Energy. “Our new website is designed to facilitate easier navigation, quicker access to essential information, and a seamless experience across all devices. It’s a reflection of our dedication to continuous customer-centric improvements.”