Providing the support you need to ensure you get the most out of our products

The first two core values at the Knowland Group are to constantly add client value and promote innovation. But in order for our clients to take full advantage of these ideas, we believe in providing great customer service. To do so, we created a client care team dedicated solely to supporting and educating our clients. This means responding to client questions and concerns quickly and positively. It also means reaching out to educate them about how to make better use of our products and all the tools and techniques available to them.

Responding to client questions and concerns with clear and concise information

We want our client care representatives to be as responsive, kind, and helpful as possible. That’s why we recruit individuals who are easy going, good listeners, and quick and adaptive problem solvers. Our goal is for every client who calls the Knowland Group to be completely satisfied with the help and support they receive. For our client care team, that means listening carefully and responding to problems in a clear, never condescending, way. It means having the knowledge to answer questions on the spot and the wisdom to know when input from others is needed. It means taking the time to make sure the client understands completely and giving suggestions on other things they might want to try. That’s what we promise and that’s what we deliver.

Reaching out to educate clients and help them use Knowland products for all they’re worth

We’ve also found that clients aren’t always using Knowland products to their fullest potential. Those who are accustomed to simply receiving a traditional reader board report in the mail don’t realize that Knowland offers so much more. Hotel owners or managers purchase Knowland products but sales teams don’t always delve into any of the advanced tools. At Knowland, we want every client to use our products for all they’re worth. That’s why we have a team of client care technicians who take a proactive approach for educating and supporting clients.

Traditionally, clients are simply assigned a client care representative to call when they need help. At Knowland, we assign each of our client care technicians a group of clients. In addition to being on call when those clients need help, it is also the CCT’s responsibility to proactively reach out to those clients. They do this by conducting private and group training sessions, both online and in person. At Knowland University, our online training center, we teach weekly classes, both introductory and advanced, for each of our products.

A Knowland CCT reaches out to every Knowland client, first to gather information about their property, sales team, sales process, and how they are using our products. The CCT then creates an extensive action plan including the client’s opportunities, strengths and weaknesses, training they should pursue, and new ways to use Knowland products. Together with the client they set a future date to check in and see how the action plan is going and if they have any more questions or concerns.

Each of our CCTs also conducts onsite training sessions. For these sessions, our team member travels to the client’s property, assesses how our product are being used, answers questions any of the users have, and makes suggestions on how to further utilize the products we offer. Later on they follow up with these clients to check on their progress. Not only does this help our clients make the most of Knowland products, it also helps build a personal relationship between client and CCT for the future.

Whether we are responding to concerns or reaching out to offer further training and support, we always provide our clients with exemplary customer service.