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New efforts in customer service

Improvements implemented

Our customer base has grown a lot in the last year, and we are extremely grateful for this. In order to serve our customers most effectively we have responded with everything from more production capacity to better delivery software. Here’s a quick rundown of some of those improvements:

  • Scaled up broiler operation (~5000+ birds per year)
  • Larger processing rounds (beef, pork, and chicken)
  • New positions hired
  • New customer service approach including better software
  • New routing software with SMS for customers
  • Various website and ecommerce improvements
  • New larger walk in freezers
  • And a whole lot of other adjustments too lengthy to list.

Prioritizing the customer

Arguably the most important changes of all the above are those that focus on a better experience for our customers. With that in mind we have recently implemented ZenDesk which will allow Kelly and I (and other team members in the future) to organize and address customer requests and concerns in a more efficient manner. So you may notice a new phone greeting soon, a new help widget at the bottom right of our website, and several other minor adjustments when it comes to how we communicate with you. Don’t worry, it will still be mostly Kelly and sometimes myself that will answer the phone and respond to emails – we just have different tools to help keep things organized now.

We’re especially excited about the new help widget on our site that allows customers to search for answers or reach out to us super simply. You can start by just typing a question or search term to browse our many help articles that we have composed over the last several weeks. Here’s an example:

Let’s say you’re wondering if we home deliver to you. Just type in your zip code in the help widget and an article should pop up that contains your zip code if it is one that we serve with home delivery. If nothing pops up it’s probably because we don’t deliver there with our Home Delivery service. You then could reach out with a message, phone call, or chat to inquire further.

Office hours

Which brings us to the next point: office hours. These are the hours that someone will be in the office and available to take calls and respond to messages and emails, and not our farm pickup hours. Feel free to reach out to us anytime and we will do our best to get back to you as soon as possible. Of course, things pop up as we have two children and lots of animals, so we may not always be able to respond right away, but rest assured we’re trying.

8:00 am – 5:00 pm
8:00 am – 5:00 pm
8:00 am – 5:00 pm
8:00 am – 5:00 pm
8:00 am – 5:00 pm
9:00 am – 4:00 pm

The bottom line

So the point of all this is that when you have a question, we get you an answer quickly and efficiently. We hope that this focus on putting customers first will create an experience with Watson Farms that is a pleasure not a burden.

We truly appreciate each customer, and we intend to do our best to amaze you. This is something that few businesses are able to do continuously and it’s not easy, but if we’re successful we hope to gain long term customers that are partners in changing our food system, not just another sale.