Chess Customer Service
Our Journey and Plans for 2025
In the fast-paced world of technology, outstanding customer service is what sets us apart and makes Chess a great place to be a customer.
It’s not just about providing world-class products; success hinges on our ability to work together with our customers. We believe in the power of simplicity and staying agile to ensure quality in our processes.
We are proud to support a wide range of customer needs and are committed to continually making improvements. Our customers describe us as knowledgeable, professional, supportive, and friendly, and we strive to uphold these qualities in every interaction.
What we've achieved in the last 12 months
- Streamlined Customer Communications: Simplified the information customers receive,
- Faster Ticket Resolution: Improved data for service reviews, leading to faster resolution times.
- Boosted Service Level Agreement (SLA) Stats: Achieved improvements across all areas.
- Implemented Cross-Training Initiatives: Upskilled service teams to resolve more tickets efficiently.
- Rolled Out Future-Proof Products: Our Great British Switch Off (GBSO) team ensures seamless migration.
- Automated Email to Ticket Conversion: Incoming customer emails now auto-convert to tickets, providing an SLA, ticket owner, and transparency.
- Secured 14 Technical Support Cisco Powered Service Accreditations.
- Achieved a 4.5-star TrustPilot Rating from over 4,600 reviews.
- Scored a fantastic NPS +57 points, well above the industry standard.
Our plans for 2025
- Communications: Updating communication charters, conducting welcome calls and meetings (remote or face-to-face), and providing quarterly service reviews for key customers.
- Improving Service Speed: Implementing better SLAs and refining internal processes to ensure quicker query responses. Each customer will have a dedicated account manager.
- Delivering Value: Engaging in ongoing discussions with suppliers to secure competitive pricing and provide the right product portfolio at the right price.
- Updating the Customer Portal: Enhancing functionality around our self-serve proposition and introducing Chatbot/WhatsApp for general queries to make contacting us easier.
- Focusing on Google Reviews: Encouraging more reviews to help improve our service.
'a Great Place to Work and a Great Place to be a Customer'
In our 16th year in the top 100 best companies to work for, we’re proud to have secured a top spot in the Best Companies rankings once again. We earned the #2 spot in the National Large Business category, #3 in the North West, and #3 in the Technology Sector. This achievement reflects our vision of being a great place to work and a great place to be a customer.
Our success is driven by the passion, energy, and dedication of our people. It’s our team, working together as One Team, that makes Chess truly special. We look forward to continuing this journey, always striving to create a positive culture.
About the author
Emma Stott
Emma joined the Chess Family in 2006 and is passionate about making Chess ‘a great place to be a customer’ and delivering quality service. She is continually looking at ways to make the customer experience even better. As Customer Experience Director, she guides her people to deliver exceptional service and support and immerses herself wholeheartedly into raising standards and improving processes to get it right first time for our customers.