One of the most significant benefits of choosing CyraCom to provide your language services is our award-winning client services team. Available 24/7/365, CyraCom’s Client Services Representatives (CSRs) help our clients resolve their challenges while providing exceptional customer service.
We interviewed our Senior Director of Client Services, Gaby Elias Sanchez, to get the inside scoop about how her team supports CyraCom’s clients. Like many of our CSRs, Gaby started as a Spanish interpreter, giving her a deeper insight into our clients’ common issues.
Hi Gaby! Thanks for meeting with us. For those that aren’t familiar, how do you and our Client Services Representatives (CSRs) support CyraCom’s clients?
I’m happy to help! I lead CyraCom’s Client Services team, which offers customer support to our clients. We often are clients’ first contacts for technical support, feedback, and questions. The CS team helps our clients connect to language services when a live operator is needed, schedules interpreters, route questions to the correct departments, and responds to requests from live chat, online forms, phone calls, and email.
How has CyraCom’s Client Services approach evolved?
We recently started using a new system better to understand our clients’ customer service interactions and challenges. When a client emails CyraCom CS, we generate a ticket, known as a case, to investigate and resolve issues quickly. We also create cases for inquiries received over the phone.
We’re excited to track data and discover trends that will help us understand why clients contact CS. For example, if we see the same type of concern, we share the information with other departments to proactively avoid the same challenge occurring in the future. We aim to assist clients better, and the information we learn helps improve internal training, modify our processes, or make other changes to deliver a better customer experience.
What customer service resources are available to clients?
CyraCom’s Client Support page has a ton of valuable resources that can be accessed at any time. After choosing the most relevant industry page, our clients can access videos, downloadable instructions, language lists, and other helpful content. We include links to contact our team, schedule an interpreter, and even answer frequently asked questions (FAQs). I highly encourage our clients to click through each tab and discover how easy it is to access CyraCom’s language services.
Can you tell us more about the team’s American Business Award® win?
We were honored to be recognized with a 2022 Bronze Stevie® Award in the Customer Service Department of the Year category in the 20th Annual American Business Awards®. CyraCom’s Client Services, Account Management, and Implementation teams all work together to deliver a positive language services experience to our clients. We work hard to answer questions and resolve issues quickly so our clients receive efficient service.
Want a free language services consultation?
Contact us at [email protected] for all of your language services questions.
