Locum Passport, Opinion piece

Why good customer service drives our business forward

Good Customer Service

celebrate our first 150 downloads, we’re dedicating this week to bringing you new content pieces everyday. Over the last 5 weeks we’ve reached out to our growing user base to find out exactly what our users like, need and want changing. We’ve used the responses to learn how to build better products and communicate more effectively with you, our audience.

To kick off our week of content we are starting with the first lesson: customer service. Now, I know what you’re thinking - the Locum Passport is an app so surely its pretty easy to provide great customer service. We thought the same thing too. It turns out that providing good customer service starts with understanding you and making sure you understand us.

We reached out to our user base and asked one very important question: why did you download the Locum Passport. I won’t list all of the responses but here’s a few:

  • I downloaded the app to join more agencies.
  • I downloaded the app to check what the hype was about
  • I downloaded the app because I’m new to locuming and wanted an easy way to get up and running
  • I downloaded the app because I want better rates.

From these 4 answers alone, we have 4 different user cases - i.e 4 different end goals for the same app. Now, we’re obviously confident in being able to deliver a great service for locums but one thing we didn’t account for was all of the different ways our users will interact with the app and with us.

So, we went back to the drawing board and then, back to our emails. To those who originally provided us with feedback, we asked another question - how would you like to hear from and reach us? Again, we had a varied response but it became clear that people like to receive help and communicate in different ways. 

And so, what did we learn? Well, firstly we learnt that to improve anything around the app, there’s only one key thing to do - ask our users. Secondly, we learnt that communication needs to be two-way, if we message you, you should be able to get back in touch with us without having to go through a long-winded ticketing or phone system. Finally, we put all of this together and created our new view of customer service. 
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With the Locum Passport you can now:

  • Reach out to us via Facebook, LinkedIn, Twitter and Instagram Messenger. Simply connect to us by searching for the Locum Passport. We aim to get back to you within 2 hours whatever the query.

  • Respond directly to any email correspondence you receive from us. When you download the Locum Passport, we send you a couple of emails to help you get started and also to confirm when your documents have been successfully uploaded. If you have any comments, questions or suggestions, you can simply hit reply and we’ll get your message. We normally get back to you within 2 business days. 

  • Contact us using a dedicated phone line that isn’t a premium rate number. That means, in most cases, if you ever need to call us, your minutes will be charged at national rate and are normally included in your tariff. 

As well as having new ways to connect with us, we’ve also looked at what customer service actually is. It’s not just about being contactable. It’s also about making sure that you and our other users understand the app and how to get the most out of it. We looked at our own messages and policies and decided we needed to look at how to better communicate with you. So, over the coming few weeks, we’ll be working hard to get our message just right. Thanks to our users who took out valuable time to talk to us, we will be using your feedback to drive the changes.

So there you have it, our customer service led business in a nutshell. Day 1 of our fresh content week to celebrate our first 150 downloads is off to a great start. tomorrow we’ll be using the feedback to answer the most important questions about the Locum Passport app, business and the people who drive it forward.
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