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Supporting Your Customers by Going the Extra Mile is a Win-Win
Great customer experiences are based on responsiveness, personalization, engagement, and proactive, helpful solutions. It’s about doing more than is expected. And according to Laplink CEO Thomas Koll, “Going the extra mile for customers” is a win-win scenario.
He explains that the Laplink customer service team initially only offered support for Laplink products. However, they soon noticed many customers were calling in for assistance with the PC-setup process and other peripheral issues.
So, the Laplink leadership team decided to expand the customer service model to support customers with all of their PC-setup concerns, in addition to supporting Laplink products themselves. Now known as Laplink's signature Free Transfer Assistance (FTA), expert customer service and technical support is now completely free to customers and available around the clock.
Sometimes, Thomas points out, this means helping customers with issues only indirectly related to the PCmover family of products. But the extra effort has paid off. The response to Laplink's expanded customer service offering has been overwhelmingly positive!
Briana is a lifelong storyteller passionate about authentic, inclusive content. As digital content and communications manager for Laplink, she fosters the human connection in tech through virtual content. Briana’s previous credits include content strategy and creation for Microsoft, Puget Sound Energy, Alaska Airlines, and other household brands. In her free time, she enjoys music, movies, and the performing arts.