Elevating Customer Service Excellence: K Smart Sign Ltd's Advanced Approach

Elevating Customer Service Excellence: K Smart Sign Ltd's Advanced Approach

Introduction: At K Smart Sign Ltd, customer service is ingrained in our core values, alongside product quality and customer satisfaction. We take great pride in our commitment to exceptional customer service, leveraging advanced systems and practices to ensure prompt issue resolution. In this blog post, we will explore how K Smart Sign Ltd handles customer service, adhering to the pointers provided, and discuss our unique next day service for house signs and house numbers, which sets us apart from other companies in the UK.


Our customer service team operate from 8am to 5pm and are all 100% UK based inside of K Smart Sign Ltd.

Customer Service Open 8am to 5pm, 7 Days a Week: At K Smart Sign Ltd, we understand the importance of accessibility. Our customer service team is available every day of the week, from 8 am to 5 pm. We strive to be there for our customers whenever they need assistance, ensuring their inquiries and concerns are promptly addressed.

A Multi-channel Approach to Customer Service: To provide efficient support, we have implemented a chat bot that can handle common issues. Our intelligent bot not only addresses frequently encountered problems but also seamlessly transfers customers to a live agent for personalized assistance. Customers can also reach us via phone at +44 01942 605472, email at cs@ksmartsign.co.uk, and through various social media platforms integrated into our messaging system. At K Smart Sign Ltd, we take pride in resolving all customer service issues on the same day, eliminating the need for the typical 24 to 48-hour wait experienced with other companies.


We use the best technology available to handle all your queries, we are integrated into all our social media platforms as well as a chat bot on our website trained to handle our common problems.

Swift Resolution of Customer Service Issues: We prioritize swift resolution of all customer service issues and errors, ensuring they are handled and resolved on the same day. This commitment applies to both domestic and international issues or requests for redos. By expediting the resolution process, we minimize any inconvenience caused to our customers, reinforcing our dedication to delivering excellent service.


Issues are handled immediately and if a manual note needs to be added to the new invoice it is! This invoice immediately goes into the system, there is no wait time.

Advanced Order Management and Accountability: Upon receiving a customer service issue, we utilize our order management software to cross-reference the initial order from the original sales platform. We then employ our internal worker accountability system, "Roy," which tracks the production process, including the personnel involved, timestamps, and other relevant information. By internally tracing the product's journey, we can identify any internal errors and assign responsibility accordingly.

Efficient Handling of New Orders or Components: If a customer requires a new order or component, our dedicated Customer Service agent assigns it within our order management system. The order number is regenerated and logged into our internal system, "Roy." This allows us to seamlessly track and manage the replacement order or component.


Roys dashboard displays critical data that the departments need to see at a glance, within these modules is a raft of data.


This glimpse notifies all departments that we currently have 12 returns within the system (12 that need to be handled that day). Roy will track what return issues are complete and assign a score. The scoring system is only relevant to managers. (It is worth noting that ALL errors are knowin within the company as a return, however 95% of our returns are actually orders that do not arrive....)

Effective Notification and Priority Handling: The Customer Service Module on "Roy" tracks each replacement order, automatically notifying a manager in the event of a company or delivery partner error that necessitates reissuing the product or component. To ensure swift processing, a new invoice is raised using a specific customer service template, which prioritizes these replacement orders over all current products in the production line, including Amazon Prime orders.




Within the customer service module on Roy we can see the progression of each and every return. Many of the returns pass through 4 departments (if it is a complete new item). A GREEN notification will be displayed if this error has been handled on the same day that the error was generated, The RED notiofication relates to the original order. We will see a BLUE notifcation if the error is handled 1 calander day later than the error was put onto the system.

Monitoring and Reporting for Accountability: Towards the end of the workday, the module generates a report highlighting all customer service issues handled by the company. This report serves as an overview for all workers, ensuring transparency and accountability. Additionally, the algorithm assesses if the company is on track to meet our commitment of "Replacing your issue immediately." A daily report is automatically sent to a manager, providing insights into whether all customer service issues were resolved and products resent to the customers.


The above is a screen grab from a very complex daily report, this report is generated on the fly and updates every 20 seconds with new data, its available to all workers so they can see the progress. From this grab we can see that from the 12 errors, 5 of them have been fully handled and are waiting to leave in the packing department, this number should rise to 12 from 12 by the end of the day. The report will delve into the complexity as to WHY the item was a return as the customer service team will assign a reason. Roy will cross reference this reason against a possible failure scenario and assign the workers name who ould have made this error. Currently alot of data pre-dates Roy so we are not getting reasoning for returns that Pre-date Roy. The basis of the report and Roy is to hold everyone within K Smart Sign Ltd accountable for their work. This may be seen as "Big Brother" however, being able to monitor every aspect of absoloutely everything we can quickly adapt if errors arise which otherwise go un-noticed.

Conclusion: K Smart Sign Ltd's customer service approach stands out due to our advanced systems and unwavering commitment to resolving customer issues promptly. With customer service available 7 days a week, a multi-channel support system, and efficient handling of customer concerns on the same day, we prioritize accessibility and satisfaction. Moreover, our unique next day service for house signs and house numbers sets us apart in the UK market. By employing advanced order management, internal accountability systems, and streamlined processes, we ensure accuracy and accountability. At K Smart Sign Ltd, we continuously strive to exceed customer expectations, and our dedication to exceptional customer service fuels our success in building lasting relationships and driving sales growth.