The power of your voice: inside the suggestion box

Article contributor / Jacob Karr / Client Learning Consultant

In corporate America, how often do suggestions or ideas from customers sit in an email inbox or on a piece of scratch paper? Maybe something was mentioned on a phone call but never made it to a decision maker. SHAZAM^® has long taken steps to prevent that lapse, but every process should grow and adapt with new technologies at our disposal.

Enter listening devices, or “LDs” as they’re more commonly known, which are our integrated solution to tracking and working your requests. This functionality not only allows you to make requests of SHAZAM but also for us to proactively listen for opportunities when we interact with you. This LD process has been in place for years, but now we’re giving you a view inside the process.

Once an LD is entered into our system on your behalf, you’ll be able to see the request in SHAZAM’s Service Expert portal. From there, you’ll be able to follow the request as it moves through SHAZAM and ultimately see the decision on what action will be taken on it. This presents a level of transparency that seeks to never leave you in the dark.

Understanding the reasoning behind a “no” can bring clarity and confidence to the decision. Similarly, a “yes” opens the door to new possibilities and sets the stage for what’s next. Whatever the outcome, we want you to be informed as we work through the requests.

How can we be a trusted partner without transparency? The true answer is that we can’t. And that’s the power Service Expert brings to your relationship with SHAZAM. Whether it’s service requests, LDs, projects or chats, every enhancement has been made to create lasting relationships.