If you’ve ever contacted the instantprint customer service team, it’s highly likely that our Senior Client Services Team Leader, Jo, has had an influence on your experience. From analysing customer feedback to creating and delivering training workshops for the team which enhance the customer experience, Jo is passionate about development, both for her team and herself allowing us to always leave a positive impact to all of our customers.
We caught up with Jo to learn more about her time within the company and discover why instantprint puts customer experience first.
How long have you worked at instantprint and how has your role progressed in that time?
My journey at instantprint spans just over four years! My initial role as a Client Services Executive marked the beginning of my adventure with instantprint, and around three years ago, I became a Client Services Team Leader. Fast forward to today, and I'm proud to say that I'm now the Senior Client Services Team Leader. The commitment to my growth within the company has been truly exceptional, and I've developed so much along the way.
What does the average day look like for a Senior Client Services Team Leader at instantprint?
Each day, I look at our existing processes, our teams’ interactions, and our customers’ feedback to make decisions that will improve the customers’ journey. I'm dedicated to empowering the team, encouraging them to make decisions that benefit our customers, and remind them of their incredible potential. My role also involves creating and delivering training programmes to enhance our customer experience, recently we carried out training sessions based on problem solving. In these sessions, we equipped our team with the tools and knowledge to quickly resolve customer inquiries. We continuously utilise valuable customer feedback to shape our strategic decisions and ensure that we continually improve.
How does your role fit into the instantprint customer’s journey?
My priority is to ensure that our customers consistently receive exceptional service and quick responses, with the goal of making their journey with us as seamless as possible. As a company, we aim to assist our customers through a team of dedicated experts, enabling them to purchase print materials that showcase how amazing their business is!
What do you think makes instantprint so unique?
We stand out by focussing on the goal of helping businesses look their best through print. What sets us apart is the way in which we treat every customer, regardless of their size – from solo entrepreneurs to large corporations. We view every customer as a valued business partner, so we nurture and cherish these relationships. Our dedication to caring for both our customers and our team sets us apart in the industry - there’s a good reason that we’re the UK’s largest online printer with a 5 star TrustPilot rating!
What is the Customer Services team doing differently to stand out?
We stand out because we place our customers at the core of every decision we make. It’s important for us to seamlessly blend professionalism with a fun and personable approach. As a team, we’re always on hand to give out advice, with many years of experience within the print industry and close relationships with all departments, we’re bound to have the answers you’re looking for. Our commitment to making decisions with our customers in mind and our ability to maintain a welcoming and approachable interaction every time sets us apart in our industry.
What’s been your favourite customer resolution story?
This is probably my favourite because I’m a huge dog person! The team once helped a customer whose dog had sadly gone missing. The customer needed posters to aid in the search but was worried about weather damage so our team provided expert advice on different types of durable materials. The best part? One of the posters she created with our guidance played a crucial role in reuniting her with her beloved dog! I think people sometimes forget the impact print can really have (and not just for marketing)!
What is the first tip you’d give to a customer thinking about using instantprint for the first time?
You can order a sample pack through our website. It’s completely free and a great way to see what different paper stocks and finishes we offer. Whether you’re looking to find out which gsm to use for your print or what finish would really stand out, our sample packs are a great way to get a feel for our product range.
How do you make sure that customers receive the resolution they’re looking for?
We always put ourselves in our customer’s shoes. Our goal is to provide comprehensive information, and we often present multiple solutions when appropriate. This gives our customers the option to choose the resolution that aligns best with their needs and preferences. Our commitment is to not only meet but exceed expectations!
Tell us about your downtime hobbies or a random fact about yourself
Downtime is definitely all about relaxing for me. What better way to relax than a long relaxing bath and a pamper session? When I’m not relaxing, I love going out for a good brunch with my friends!
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