 |
 |
|
Leviton Customer Service - Up Close and Personal
A History of Service
How businesses conduct customer service operations has come a long way since Isidore Leviton started his company in 1906. With the advent of the telephone, customers were able to contact companies easier and get the answers they needed faster than ever before. Fast forward many decades and customer service expectations have risen alongside the rapid growth of technology. Today, Leviton continues to stay in the lead by providing distributors and contractors with quick and reliable answers, ensuring they have the support they need.
Customer Service Team
Theresa Cioffi began by explaining two ways the department assists distributors, and the ways Leviton supports their B2B relationships.
"Customer service supports distributors through two channels: Operations and the Customer Support Team," she said. "The Operations team is responsible for receiving and processing orders. Orders can be placed electronically through the Leviton B2B customer portal or via email, for which they use an OCR (Optical Character Recognition) solution to import the data into our system quickly and book the orders smoothly. The Customer Support Team handles inquiries about orders, product questions, and invoices."
Theresa added, “To make sure they receive the proper support, customers should keep in mind that Customerservice@leviton.com is the best place to ask questions and make order inquiries, Orders@leviton.com is strictly for placing orders and isn’t monitored” The Customer Service phone line is available 8:00 am to 8:00 pm Monday through Friday 1-800-323-8920.
“Additionally, distributors should note that emails can take a bit longer to turn-around and if they have an urgent question, they can give us a call. Every rep who answers the phone is equipped to help, and if they can’t find the answer they can quickly escalate to a manager.” She noted.
Technical Support Group
Brian Avery shared how the Technical Support department handles inquiries on the prioritized distributor phone line 1-800-824-3005 (Option 6). There’s also a live chat feature where distributors can get answers Monday through Friday from 8:00 am to 10:00 pm and it is also open on the weekends, Saturday 9:00 am to 7:00 pm and 9:00 am to 5:00 pm on Sunday. This extended availability is to support our professional customers in the field when they will likely need it the most.
Mark Richards chimed in, “Another great tool that the Technical Service Department has is the ability use the customer’s phone as a camera. This allows us to see what the customer is looking at and troubleshoot more effectively.” The company's been extremely supportive in allowing us to add the required technology to enhance the customer experience, while optimizing efficiencies.
Interestingly, both Customer Service lines and Technical Support lines are monitored by live people and not chat bots or overseas operators. “Most calls are answered quickly, Mark Richards added, “with 85% of Customer Service calls answered in under 20 seconds, and 80% of Tech Support calls being answered within 1:30 minutes.”
New Offerings
On the new Technical Support website in addition to the chat feature, there is a knowledge base, that distributors can search to find articles about Leviton products, and this has been a huge help mitigating calls.
Another example of Leviton’s commitment to making knowledge available to distributors is our new self-service Compliance Certificate for ROHS (Restriction of Hazardous Substances) so if a product needs a certificate, it can be right at their fingertips quickly.
Leviton Wants to Hear from You
At Leviton, we’re eager to hear from our distributors! We regularly reach out via email, phone, and live chat to find out how we can improve our services. This feedback helps shape how our new services, content, and apps are being developed. We learn what content is needed on the web, and specifically what is needed to help distributors succeed.
Theresa stated “We really value feedback from our distributors. We ask for it in our emails, and at the end of our phone calls, so if there are any suggestions, please send them in!
Mark Richards added, “One of the best features we can offer our distributors, is that we know our stuff, can give answers quickly, and we can work with them to get them whatever they need. We go above and beyond to ensure our distributors are satisfied”
Leviton has been dedicated to excellent customer service for well over a century. We prioritize providing our distributors with the best people, methods, and tools for their success. Please reach out to our teams for any questions, comments and suggestions. |
|
| Leviton Mfg. Company Inc. |
201 North Service Rd.
Melville, NY 11747
|
|
|
