Esker’s CX Team Celebrates Its 5th Birthday & Two New Programs

Here at Esker, you may have heard that we recently had a big birthday celebration to commemorate our Customer Experience (CX) team turning 5!

It was a special occasion marking the formation of a team built on a set of core values established directly from customer feedback on how they wanted to feel throughout their Esker journey: Valued, Understood and Engaged.

That’s why our Customer Experience team strives to provide the best possible experience for all of our customers. It’s important they know we aren’t going to implement a brand-new automation solution and simply walk away. No, that’s not how we do it at Esker. Our CX team is there throughout every step of the way, including post-implementation, to provide support, answer questions, and share best practices and resources — all to assist in your continued success using Esker’s solution.

In 2022, a big part of ensuring continued success was thanks to the addition of two new CX team programs.  

New CX Programs for Onboarding & Service Levels

Earlier this year, Esker introduced a Customer Experience onboarding program which is a 3-month period where customers will be assigned a dedicated Customer Advocate to discuss goals and needs, address questions, and identify any potential process improvement areas.

Our CX team is here to build a strong foundation for you and help maximize efficiency and productivity. We do this together through reporting, metrics, and providing resources and tools.

Following this 3-month period, we understand how important it is that our customers can choose (based on their unique needs) how to interact with Esker moving forward. That’s why at the start of this year, we also implemented our CX tiered levels of service (Gold, Silver or Standard).

• Our Gold CX service level provides your organization with the highest level of service, including:
  • All of the features in the Silver and Standard service levels
  • A dedicated Customer Advocate
  • Data capture analysis
  • 2 free passes to Esker’s User Group conference
  • An onsite visit with your Customer Advocate
  • Process adherence monitoring
  • Process improvement analysis
  • Operational metrics
  • Business reviews … and more

• Our Silver level of CX service provides you with the second highest level of service including:
  • A dedicated Customer Advocate
  • Custom report assistance
  • View and dashboard assistance
  • Engagement calls
  • Data capture analysis
  • Process improvement analysis … and more

• And, if self-service is more your style, we have a level for that, too. You’ll have access to online Esker resources, e-learning courses, Esker All Access community hub membership, and more.

Here’s to Esker’s CX team turning 5 and many more years of dedicated service to come! If you are interested in purchasing our Gold or Silver service levels, please contact your Esker Sales Representative.