Seventy Years.  As of this month, that’s the amount of experience we have in bringing compassionate, professional communications to businesses just like yours. Without question, the world of customer service has changed and advanced immensely in seventy years, and we have the pleasure of saying we’ve beared witness to this evolution firsthand. From pen and paper message-taking to AI webchat, you could say we know a thing or two about communications! In this blog, we’ll celebrate seventy years of serving our customers, and we’ll journey through the decades to showcase how far we’ve come and the valuable insights we’ve gained along the way.

Past 

“It's November 1954. Five ladies at switchboards are lined up in two rows. Back then, each customer [of ours] was connected through a hardwired connection [wherein one line went to our client’s office and the other line went to Dexcomm]... The phone would ring at each place at the same time. And, at [Dexcomm], a decision had to be made. ‘Should we answer it, or will [the client] answer it in [their] office?’ ... [At that time, there was also an operator named Miss Dolores who claimed that she] ‘raised the children’ of one of our clients. Sitting at board number one, she answered the company phone lines day after day. She also answered the company owner’s home line. When the children would get home from school, they would not call their parents, they would call Miss Dolores to let her know they were safe.” (Read the rest of the story here.) How times have changed!

In the beginning, it was as simple as answering the phone, taking a message (with pen and paper), and relaying the message to the business. And that was all there was to it at the time. Nevertheless, since 1954, we have been answering your callers’ questions, scheduling their appointments, and all the while, getting to know them on a first name basis. The advancement of technology has never once threatened the value we place on interpersonal relationships and going above and beyond to reach your communications needs.

Present

While top-tier customer service remains the number one priority here at Dexcomm, with time, we’ve embraced the technological advancements of the customer service realm and refined our processes. Here’s what we’re doing in 2024.

Our Core Values

Being that customer service is our top priority, we’ve established three core values to ensure that we continue bringing premium service to each of your calls: compassion, personal growth, and concern for others. To be hired at Dexcomm, each and every employee is screened for these values throughout the interview process. 

Compassion 

Compassion has to do with listening to each and every caller, tuning into their questions and queries as though they were a friend or family member of our own. You can’t be an agent at Dexcomm if you don’t genuinely care about who you’re speaking to on the line! Without compassion, it’s impossible for your callers– who often reach out with urgent, specific needs– to feel genuinely heard. Compassion also comes into play in our office when it comes to how we exchange with coworkers.

Personal Growth

Our second core value is personal growth. Screening employees for personal growth ensures that we have a team of people who are dedicated to improving their customer service practices each and every day. Furthermore, a commitment to personal growth fosters a culture of continuous learning and development, empowering our employees to adapt to new information and scripts brought about by new clients. By prioritizing this value, we encourage our team members to achieve new goals, which enhances their skills and boosts their confidence. Ultimately, a focus on personal growth not only benefits our employees but also translates to a better experience for our customers.

Concern for Others

Finally, though similar to compassion, our third core value is concern for others. Concern for others is what guarantees that our agents bear in mind both the conversation taking place with the caller and the agreed upon script from our clients. With this in mind, we can more easily satisfy both the needs of our clients and the concerns of your callers. 

Our Proven Process

Over the years, we’ve integrated new processes and new technologies to best serve our clients. When we put everything together, it boils down to our six-stepped proven process– a process that’s been proven time and time again to give you the best results with our services. Here’s what it looks like.

Onboarding

When you elect to partner with Dexcomm, we want to know all the ins and outs of your business– and we want you to know all the ins and outs of ours, too! During this first step of our proven process, a myriad of transparent conversations take place to ensure that we understand your expectations and that you understand our capabilities (24/7 virtual receptionist, appointment scheduling, AI chat, etc).

Scripting

The second step of the proven process is when the fun really begins! Together, we decide on how you want our agents to engage with your callers. We’ll come to an understanding of what information you want us to collect from your callers (address, phone number, e-mail address, questions they have, etc), if there’s any special offers you want us to suggest, and what verbiage you want us to use. This script can be changed or customized at any point in time throughout your Dexcomm partnership! Then, our IT team will infuse your script with our best-in-industry scripting software.

Training

The third step of our proven process is when our agents are educated on the inner workings of your business. It is this part of the process that ensures that we can answer for your business as though we were receptionists at your physical location! Whether our agents need to learn a bit more about HVAC jargon, medical terms, or anything that has to do with your business, we want our agents to be equipped with the proper knowledge to answer all of the questions that callers might have surrounding your business. It is also at this point that they’re introduced to your newly written script!

Company Culture

This part of the proven process ensures that as our business grows, yours grows with us. As we work to infuse our core values into your calls, we develop rapport with your callers and your business. By building strong relationships with your customers, we help enhance loyalty and trust with your callers, which are essential for the long-term success of your business. Our focus on understanding and representing your unique values, as well as mixing in our own, ensures a consistent and personalized experience for each caller, building a strong sense of connection.

Quality Assurance

To ensure that we are providing the best possible customer service for your business, we rely on three different avenues for quality assurance: your feedback, our graded calls, and a third-party quality assurance provider, CallSource. Through these three avenues, we seek to find even the smallest of errors and are determined to improve our customer service abilities each and every day.

Long-Term Partnership

As we continue to serve your business, we’ll build a long-term partnership with you built on a foundation of transparency and trust. We look forward to contributing to the long-term success and scalability of your business overtime.

Future

As we look ahead, the future of Dexcomm is bright and filled with opportunities to further innovate and enhance the way we serve our clients. The future of customer service lies in the seamless integration of advanced technologies, and we’re prepared to thoroughly investigate and implement those technologies as we see fit. Even now, we’re beginning to invest in AI-driven tools that enhance our ability to provide fast, accurate, and empathetic responses to your customers’ queries. But rest assured, while technology will play a bigger role, it will never replace the human touch that defines Dexcomm. Our agents will continue to be the warm, understanding voices on the other end of the line, with AI working alongside them to improve efficiency and accuracy.

As previously mentioned, we’ve begun to merge AI solutions into our wheelhouse of customer solutions. Just like our answering service, AI chat is available 24/7 to your customers. You can check out a free demo of how it would work for your business here!

Partnership Relationships

Seventy years isn’t just a milestone we’re celebrating; seventy years of service is a testament to our unwavering commitment to delivering compassionate, professional communications to businesses like yours. These years represent more than just time—they reflect decades of learning, adapting, and perfecting the art that is customer service.

We have our past to thank for our rock solid foundation of top notch customer service, being all we had at the time was merely a phone, a paper, and a pen. It’s our past that has delivered us to the present, in which we are continually refining our processes and embracing new technologies. It is because of all of this that we know we have a promising future in meeting the evolving demands of your callers, your business, and the customer service game as a whole.