The ShareFile sales team ran a test with GoToMeeting’s HD Faces. Many of our sales representatives received HD webcams and changed one thing during their product demos—they showed their faces!

Most of the sales reps are inside reps and wanted to humanize themselves. We thought that adding a face to our text and voices would be a huge benefit to the way we interact with clients.

Being customer-centric is one of ShareFile’s core values, so we offer support through many avenues including live chat, email, and phone. We’re happy to announce that we are now offering extended support hours. As our customer base grows, we want to provide as much flexibility as possible and to accommodate our customers worldwide. Our new hours include overnight support so you can contact us for help no matter when you work.

ShareFile was presented with a Bronze Stevie Award in the Customer Service category in the seventh annual Stevie Awards for Sales & Customer Service.

The Stevie Awards for Sales & Customer Service are the world’s top sales, contact center and customer service awards. The Stevie Awards organizes several of the world’s leading business awards shows including the prestigious American Business AwardsSM and International Business AwardsSM.

I recently sat down with Nicole Collins, a project manager at ShareFile. Let me begin by giving you a glimpse into daily office life at ShareFile: Nicole spreads vibrancy throughout the office with her cheerful personality while making sure things runs smoothly. Whether troubleshooting network operations or making sure there are healthy snacks for employees, Nicole does everything with a smile. Let’s get to know Nicole a little bit and hear about a few project management tips she has that are worth sharing.

At some point each day, you get to be a customer. You use products and services from your phone company, internet provider, grocery store, etc. The great thing about this web of providers is that interactions with these businesses can help you provide better service to your own customers.

Let’s say you purchased a good, and there is some issue with it. When you contact the company that sold you the product, how do they respond? Are you transferred multiple times to explain your dilemma over and over? What if you cannot get in touch with anyone from the Support department? Would you continue to pay for service that does not meet your expectations?

ShareFile account managers speak with users every day to set up new accounts, provide training and answer questions. Here are a few of the questions that our account managers hear most with answers and resources to help you learn more.

What’s the quickest way to send a file to a client?

When you need to send a file quickly, log into your account and click Send a File in the navigation bar. This feature will allow you to prepare an email, select the file that you want to send from your computer and upload the file in one simple process. As soon as ShareFile successfully uploads the file, your email, with the file, will be sent to your recipient. It’s an easy way to share information, without any setup or extra steps.

To see a step-by-step guide to sending files, watch our Sending and Requesting Files training video.

At ShareFile, one of our core values is being customer-centric. We want to raise the bar for service in the field of technology. We put what’s best for the customer first and it influences all the decisions made here. That’s why ShareFile offers Customer Support hours seven days a week. But did you know that when you chat with us on our website, you’re actually talking to a live person? That’s right, our support team can help you using Citrix’s GoToAssist live chatting software.

How can you use live chat? Just click the “Live Chat” button on any page on our website or from the Help page when you’re logged in to an account. We will then ask you for your name, whether or not you’re an existing customer, and your email address. After that, you’ll be connected to a rep to help you with all of your questions. So easy!

Last week, we discussed two important lessons from Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization, by Leonardo Inghilleri and Micah Solomon. This book is a fixture on the ShareFile reading list and provides inspiration for our daily effort to raise the bar for service in the technology sector. Here are two more important points from the authors that can help you create an extraordinary customer experience.

“Individual customers are irreplaceable”: A business driven by strong customer service does not take the loss of any customer lightly. Inghilleri and Solomon point out that the lifetime value of repeat customers is very high, and individual customers should be treated accordingly.