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The brokerage judged to have Australia’s best customer service has said it keeps clients happy by using technology to anticipate their demands.
Empower Wealth Advisory won the Best Customer Service – Office category at the recent Australian Broking Awards.
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Chief executive Ben Kingsley said the Melbourne firm prides itself on making sure clients never have to phone for an update during the complicated mortgage process.
“Great customer service is about anticipating the customer’s needs before they know that they actually want the answer to that question,” he told The Adviser.
“Our systems allow us to be communicating with our client every 72 hours, even when there’s not anything to report on.”
Mr Kingsley said data and technology is crucial to keeping track of where every client is in the mortgage process, when they should be contacted and what information they should be given.
“We run pretty sophisticated checklist systems and automated response processes through the software development that we’ve done in our business,” he said.
Mr Kingsley said another important part of customer service is setting realistic expectations for clients at the start of the mortgage process.
“If banks were good at what they did, brokers wouldn’t be needed,” he told The Adviser.
“Sometimes we get frustrated with the internal stuff-ups that we receive from the banks, but if you set your client’s expectations at the start of the process, they understand.”
