EUPHORIA: Taking Customer Excellence To New Levels

The telecoms industry is renowned for poor service, largely because it has traditionally been monopolised by a handful of large players and no competition. The world has changed and new entrants are now offering superior solutions combined with exceptional customer service.

New cloud telecom providers like Euphoria Telecom are redefining service excellence and are now providing a world-class customer experiences. Especially in smaller economies like South Africa, Euphoria realises that business is highly competitive and customers are extremely valuable.

Euphoria Telecom CEO John Woollam says modern telecom providers need to offer exceptional service if they want to survive. “We don’t have the massive customer volumes that first world countries enjoy, so to attract and retain customers is critical, every customer is valuable and needs to be treated with care.”

“We certainly realise the importance of building strong customer relationships, it has earned us the reputation of delivering remarkable customer experience to our 4500 customers – by simply listening to our customers and gaining insight into what really makes them happy,” he explains.

Euphoria also has a dynamic, innovative and creative work environment, its leadership promotes freedom and innovation. Staff are encouraged to experiment and offer new ideas, and leaders are seen as forward thinkers.

There is also a huge emphasis on building relationships and staff involvement, Euphoria encourages communication and inclusion. Company culture is an integral part of this flourishing business and it has a direct effect on nearly every aspect of the business.

Woollam says to attract and retain talented staff, businesses need to create a culture that everyone loves. “Euphoria was built with the customer’s and employee’s needs at its heart. This will never change as everyone at Euphoria knows its rapid and continued success is a result of the positive company culture which has been built on trust – not fear.”

Euphoria has proven to do things differently and always strives to make each and every customer feel valued and important. One of the many tools that Euphoria uses to achieve its service goals is Freshworks, a global customer engagement software tool which has been an essential part of the company’s continuing success.

“Euphoria believes that excellent service creates loyal customers for life. Our growth has largely been the result of our staff being enthusiastic about serving customers. We make an effort to create an amazing experience for them,” he adds.

Freshworks enables better and faster service and makes it easy for support, sales and marketing professionals to communicate more effectively with customers. It delivers genuine ‘wow’ moments where queries and requests are dealt with efficiently. We chose Freshworks because it helps us offer the best possible service and support, every single day,” he concludes.