Smartpricing reaches new milestone for customer support

Hotel Tech Report's GCSC certification program is designed to evaluate software providers on the basis of their customer support infrastructure, to help hoteliers reduce risk and achieve positive results when choosing technology partners. 

This certification aims to provide the transparency needed to understand the quality of a company's support - a crucial factor that has often been overlooked in the past. To achieve GCSC certification, software providers must undergo a rigorous 34-point evaluation, opening up their systems to HTR.

GCSC certification comprises several levels, with Level III representing highly customer-centric capabilities. By achieving this level, we’ve demonstrated the strength of support in our infrastructure and our unwavering commitment to customer satisfaction.

The GCSC certification assessment covers four key pillars, each with specific measures to ensure comprehensive and effective support. Let’s take a look at them.

Pre-emptive support: measures how a supplier equips its customers with easy-to-access self-help resources for intuitive troubleshooting and preventive answers to common questions, ultimately improving the overall user experience.

Reactive support: assesses a company's responsiveness to customers and its ability to resolve issues quickly, guaranteeing prompt service and support.

Customer success and coaching: focuses on how suppliers inform, educate, and train their customers to achieve positive results with their products.

Customer validation: evaluates a supplier's systems by examining customer feedback and satisfaction ratings to confirm the effectiveness of their processes.

Developing a highly advanced tech solution to make life easier for hoteliers is of course at the heart of our mission, but it's just as important to ensure that it's easy to use and that our customers are supported every step of the way. 

As the HTR certification assessment points out, our key differentiators from other solutions out there lie in the onboarding experience and the continuous learning journey we offer, and the processes in place to ensure constant feedback loops to further improve our offering.

The onboarding phase is the base. It’s crucial to customer success, which is why we strive to ensure that everything runs smoothly from the start. Our extensive online knowledge base provides fast, reliable answers to the most frequently asked questions, enabling new users to find the information they need at any time. 

We offer 24/7 access to an extensive library of online training videos, promoting hands-on learning and a better understanding of our product. In addition, in-app tooltips, real-time support, and dedicated training sessions are designed to help users navigate our platform seamlessly, boosting their productivity from day one.

Without your input, we'd never get it completely right, which is why customer feedback is an integral part of our efforts. We check in with our customers at least once a quarter to review progress, share best practices, and ensure that Smartpricing and the service we offer are meeting customer expectations. 

Our commitment to transparency and reliability is reinforced by performance reporting and third-party uptime monitoring. These feedback loops enable us to provide high-quality, tailor-made support, guaranteeing the long-term success and satisfaction of our customers.

Just as there's always room for improvement, there's always plenty to learn. Dynamic pricing says it all: constant change, ongoing activity. Just like today's market needs, our software is constantly evolving. So, the learning journey is never over. And that’s where LAB comes in.

We make a point of providing our customers with the latest information and relevant content through structured video content and self-guided training. This active learning approach helps users systematically develop their product knowledge over time. Our online knowledge base, supplemented by these resources, ensures that customers stay abreast of the latest features and best practices, enhancing their ability to use our platform effectively.

Achieving Hotel Tech Report’s GCSC Level III certification is an important milestone for Smartpricing, but it's only the beginning. We’re committed to continually improving our support capabilities, investing in state-of-the-art tools, and delivering an exceptional customer experience. 

In the future, we’ll continue to focus on our customers' needs, ensuring that our solutions evolve to meet the changing demands of the hospitality industry. Our dedication to excellence in customer care will continue to drive us forward, ensuring the long-term success and satisfaction of all our customers.

Technology is paving the way for the future, automating many tedious tasks such as revenue management. But that doesn't mean you have to sacrifice personalized support and hands-on assistance. At Smartpricing, we combine innovative technology with exceptional customer service to ensure you get the best of both worlds.

Smartpricing is an AI-based dynamic pricing and revenue management software that helps hospitality businesses achieve maximum efficiency in their pricing strategies, without increasing workload or requiring in-depth revenue management knowledge.

Find out yourself why over 3,000 hoteliers have chosen Smartpricing, and get a personalized walkthrough of the software.