Beaulieu America stays in touch with customers amid storms

HomePress ReleaseBeaulieu America stays in touch with customers amid storms

Dalton – When impossible ice and snow conditions slammed Dalton within two weeks of each other, Beaulieu customers would never have known it. That’s because the Beaulieu America call center stayed on the job servicing all the normal needs of their customers, even though many roads in North Georgia were shut down.

“Unlike many area businesses, where you either got a recording saying they were closed or you were shuttled off to their website, we were answering our customers’ calls usually within our normal time goal,” said Regina Jones, customer service director. “The customer shouldn’t be inconvienenced because we had bad weather. They just want their business handled.”

Jones said the secret is the combination of special Voice Over Internet Protocol (VoIP) and soft phone technology, three years of practicing a disaster/recovery plan and a department full of very dedicated people.

“Years ago, Beaulieu invested in computer technology that allows our customer representatives remote access from home, with no loss of call monitoring or voice quality,” Jones said. “We practice by rotating our agents constantly so we are always prepared when tornados, ice storms or whatever are approaching.”

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