A passion for customer service a key value for Korbitec
People who create court documents at law firms are often time-crunched, stressed and under enormous pressure, so when they need help, customer service must meet and exceed their demands, says Korbitec president Alan Bass.
“When it comes to customer service, we have to be on our game,” says Bass, whose company develops Automated Civil Litigation (ACL) software. “We get back to them with timely answers. We strive to exceed their expectations and delight them.”
Getting any kind of software adopted in a law firm can be difficult — sometimes because of a resistance to change, he says.
“It’s a challenge,” says Bass. “This is part of our response to meet that challenge — to make sure we continually serve them better than anyone else.”
Korbitec takes customer service very seriously, he says. The value is entrenched in company culture, right from the point of hiring staff.
“We always say that we will trip over ourselves to serve our customers,” Bass says. “If you ingrain that philosophy in your staff, it allows them to make decisions independently, always erring on the side of customer service.”
That value is lived daily through attention to detail in the company’s way of doing business, he says.
“We don’t charge for customer support or training. There is no maintenance or support contract,” Bass explains. “It’s something we want to do for our customers because we back our software and our technology.”
Korbitec representatives continually reach out to clients based on trends and software use to make sure they are maximizing the benefits to their law firms, he says. They will also proactively meet with customers to gather feedback on possible new software features.
The company also adheres to strict response-time metrics, says Bass.
“There is plenty of phenomenal technology out there that sits on a digital shelf,” he says. “It doesn’t get used because people either aren’t trained, it’s not supported, or they don’t feel it’s easy to use.”
Change can be difficult, Bass adds, but it’s Korbitec’s job to make sure software users feel comfortable with the product.
“If we can make it less painful and not risky or scary, then we’ve enhanced somebody’s life,” he says. For example, if it means not having to stay late at the office or finding fewer errors in their work, the ripple effect can be significant.
“You’ve got to bridge the human aspect to make people want to adopt your technology,” says Bass.
Customer feedback, found on Korbitec’s website, reflects the company’s pursuit of excellent customer service.
“It’s like the people at Korbitec are our assistants — they understand our business and what our lawyers and assistants need to do their work efficiently and accurately,” says an assistant at a prominent Toronto law firm.
“I have said it before and I will say it again, Korbitec has the best customer service out there!” says a representative of a national firm.
In the age of social media, Bass says he recognizes the importance of customers feeling appreciated, which he hopes translates into future business as they share their positive experiences.
“You have to work 10 times as hard for people to share good news as bad,” he says. “But we don’t do it so people will say nice things about us. We do it because that’s the way we want to be treated and we want people to remember the way we made them feel.”
Korbitec takes all feedback and tries to incorporate it into future training, software development and service, says Bass.
“We’re passionate about customer service and it’s something our company has to live if we’re going to be good at it,” he says. “To just mention it once at a meeting, or put it on a poster with a slogan, doesn’t go far enough.”