Online customer support key

Hurst Doors says it has been winning over customers with its online customer portal, Hurst Live, which enables them to manage all aspects of their account in one place.

Mark Atkinson, Hurst’s sales director, said: “Customers quite rightly want the best service, particularly in the last two years when the supply chain has become so challenging, and as a manufacturer your products are only as good as the support you provide with them.

“You have to work hard to retain customers loyalty – Hurst Live makes life a lot easier for our customers to stay on top and win more business.

“We continuously run a customer satisfaction survey and Hurst Live is cited as one of the main reasons customers like using Hurst as it is an essential tool that assists with managing all aspects of their account.”

Constant evolution

Developed from a simple door designer and ordering portal, Hurst Live enables orders to be managed and tracked end to end in real time and features a repository of videos and useful information for supporting customers businesses.

According to Hurst, the system is reviewed and developed regularly to ensure customers are provided with the best online experience, with enhancements earlier this year including a new order status checker, digital paper trails for each order, a report issues e-form that the Hurst team will respond to in 48 hours, and bespoke one-to-one training for new users.

Hurst Live also provides a wealth of useful information through Your Hurst, including guides and a series of informative videos covering everything from installation to maintenance, to free training on the system to all sales teams.

Your Hurst also features a responsive live chat feature that connects customers with the Hurst team in real time to resolve queries and also contains a wealth of marketing support with free brochures, images and technical downloads for the best promotion.

The perfect platform

“Our trade customers and their needs are central to our business and as part of our ongoing commitment to deliver a quality customer experience, we have listened to their feedback to make it easier for our trade customers to manage their orders online, as well as provide more visibility on the status of their orders,” added Mark.

“In our commitment to our customers, our strategy for continuously improving our business has always been to invest to ensure we deliver quality products and exceptional customer support.”

“Hurst Live has always been designed with the needs of our customers in mind and our customers cannot fail to benefit from our online support.”