Focus on Customer Service as our Priority
The team at Irvine Springs are proud of the fact that we are a leading engineering company supplying quality springs and wire forms for commercial and domestic customers throughout Europe and the rest of the world. Our attention to detail and technical knowledge of spring manufacture & design, coupled with excellent customer service are all key factors to our success. Our customers are our lifeline and we receive regular repeat business from customers who can attest to the standards and service of products we provide.
This last year has seen many positive changes and improvements for the company. We have invested in training for all our staff and purchased the latest equipment to help improve our processes with the end result being a better quality of product. We have invested heavily in our online presence with the new website being designed with our customers in mind to talk about what we do, who we are and inform about the various products we manufacture on site. It has attracted an influx of new and existing customers who typically email enquiries with their requirements. We thought about ways in which we could help people faster who may not have the time to interrupt their day with a phone call. The decision was made to invest in a Live Chat function on our website as we came across some interesting stats during our research from the eDigital Customer Service Benchmark. When surveying 2000 people, they found that live chat had the highest customer satisfaction levels at 73%, as compared to 61% for email support and only 44% for traditional phone support.
So, what does this mean for our customer?
- Reduced wait times for enquiries
- Faster problem resolution
- Expands our market reach
- Engagement in a more accommodating and efficient manner
We have a team of people with over 15 years spring manufacturing experience who will be happy to help, and we wanted to use this opportunity to introduce you to Chris, Kevin and Louise.
Chris Shanks – Sales Manager
Chris has been in Engineering Sales for 4 years and has been in the role of Sales Manager at Irvine Springs for just over a year. This coupled with 14 years’ experience in Avionic, Electronic and Mechanical engineering has given him the knowledge and ability to provide solutions and advice both technically and commercially.
Connect with Chris – HERE
Kevin Sloan – Operations Manager
After graduating with a degree in Mechanical Engineering, Kevin has worked in the Engineering Sector for the last 20 years. Joining the Irvine Springs team 13 years ago as a Springmaker he is now helping run the business as the Operations Manager. Kevin has extensive experience in spring manufacture and design which will aid in answering any technical questions.
Louise Biggar – Administration & Customer Support
Since graduating with a degree in Fashion Business in 2009 Louise has worked in administrative based roles, both customer facing and back of house, across various sectors including travel, marketing and retail. For the past three years’ she has worked in the manufacturing industry in both procurement and sales admin.
We aim to be available from 9 am till 4 pm Monday to Thursday and Friday 9 am till 12 pm. If you need a question answered outside of these hours, please complete the short form and someone will get back to you as soon as we can.
The Team @ Irvine Springs
REFERENCE: Read more about the Customer Service Benchmark Survey HERE