Too many background screening providers (especially the big guys) claim to offer stellar customer service. They might even demonstrate it during the sales process.
But then after you sign a contract?
Well, that's often when things change (and not for the better).
Your calls suddenly go unanswered. Or you find yourself on the customer service merry-go-round, talking to a different person every time you call.
That's certainly NOT six-star customer service. It's not even three-star, as far as we're concerned.
And then we act accordingly. It's a great philosophy for life, and a great philosophy for customer service.
At Good Egg, we employ people who embrace this philosophy. Members of our customer success team have genuine expertise in the rules, regulations, and nuances of screenings, but they’re also a group of genuinely nice people who want you to walk away satisfied, not disgruntled.
Your customer success representative will always happily take your calls and answer your emails (and they’re backed up by a team of subject matter experts). This person will take the time to understand your industry, your business specifically, and the recruitment and retention challenges you and your team face. (Because how else could we possibly create a customized solution for you?) Our goal is to make your job easier—and to make the background screen process seamless for your job candidates.
What's our definition of timely? Same business day, for sure, and often within a couple of hours. We understand you need to hire people quickly—and that you're dealing with a tight labor market. So we appreciate the fact that when you have a question, you need an answer as soon as possible. You won't fall into a black hole of voice mail misery. And you can rest assured that when you hit "send" on an email, we'll actually read it and respond.
Have you ever talked to an unhelpful, disengaged customer service rep who has the audacity to ask at the end of the call, "Is there anything else I can help you with today?" Talk about infuriating! We hate being treated like that, which is why we endeavor to make sure that when you hang up the phone with someone from our customer success team, you truly are satisfied with the conversation and that you have confidence in the next steps.
In a world of humans, mistakes happen. We always work to make things right if we make an error or if you're ever unhappy. This isn't lip service, either. We want to know if things aren't working so we can immediately address issues. Our customer success representatives don't work in a vacuum, either. If one person is having a tough time finding an answer or solution, they'll turn to the bullpen for ideas and support. We're here for each other, and we're here for all of our customers.
Here's the heart and soul of what makes Good Egg unique. We don't simply respond to your calls and emails. Your customer success representative will often contact you first—to check in, to see how things are going, and to suggest adjustments and/or tweaks to packages, depending on your needs and the trends we're seeing on the backend. So many companies claim they want to be your "partner." But when we say it, we mean it...and we demonstrate it through our proactive approach.
Many companies run surveys. Whenever we do, we not only read them, but also act on them. Some of the most powerful changes we've made to our screening solutions have resulted from our customers' comments, suggestions, or needs. It makes sense, doesn't it? You're on the hiring frontlines every day, and we provide the tools to help you do your job better. And just as the hiring process has evolved dramatically, we have as well (and we'll continue to do so).
“We’re extremely pleased with the quick turnaround that Good Egg provides. The customer service is top-notch. The Good Egg team always views any challenges we lob their way from a ‘customized solutions’ lens rather than a cookie-cutter approach. I really appreciate that.”
Gerald Bush, Indiana MENTOR — Read story