Department Insights
Business Development
Automation has dramatically enhanced the customer experience for BBB Accredited Business owners and employees. BBB can now speak with a business owner directly, present the benefits of accreditation, complete the application, and at times get an immediate decision – while the business owner is still on the phone. This allows newly BBB Accredited Businesses to start using the benefits of accreditation quickly.
Customer Experience
BBB refined our Customer Experience team to reflect the changing needs of our businesses, consumers, and community partners. The vision: what if a business could make one call and get assistance on any issue? From billing to handling an unhappy customer to questions on customer reviews, our goal is to provide a service without transferring the caller around to multiple associates. Each business has been assigned one account specialist to assist them with any issue, giving them a seamless and more fluid experience when interacting with us. Since implementing this process, multiple businesses shared positive remarks about their happiness with having one BBB contact who can care for all their needs.
Also precipitated by BBB’s desire to serve our community was a seamless process for disputes resolution between businesses and consumers. Introducing the Enhanced Mediation Program — a win-win solution is BBB’s ultimate goal, and this program allows for just that. Each BBB account specialist is now a Georgia state-certified mediator who has the skills to bring reconciliation and resolution to any dispute. The feedback received on our Enhanced Mediation Program is overwhelmingly positive. Both consumers and businesses have voiced that this is a better option than litigation, which can be a costly and time-consuming avenue for dispute resolution.
Administrative
Many businesses strive for a more eco-friendly environment. We’re working to do the same. BBB significantly reduced wasteful printing and paper storage needs by investing in technology that allows quick access to information electronically. Accredited Businesses can now download digital BBB marketing materials directly from their BBB Accounts page rather than waiting for them to arrive in the mail, and BBB staff have faster access to resources allowing them to better serve our accredited businesses and their customers.
