The planning and purchase of a new, state-of-the-art cloud-based telephony platform (that will be able to function globally over time), plus associated customer relationship software, are in process.  This is a big deal!   Once installed, these systems will be able to (among many other efficiency-improvement tools) record every call — great for training purposes to improve the Distributor experience.  Routing calls based on things like language requirements or hold times or caller ID will bring powerful, new efficiencies to Customer Service.  One of the new metrics we will be measuring (among many to be measured), will be “first-call resolution” — how many calls did we resolve on the first call…key for overall customer satisfaction.  We are on track for significant improvements in the Distributor experience and we will keep you posted as these new, wonderfully robust capabilities come on stream over the next few months.

From enrolling to shipping to back office questions to communicating… our ability to serve you at a much more effective level is being upgraded. The momentum LifeWave has been experiencing since the launch of X39® has led to increased demand on our Customer Service department, and we are taking this as an opportunity to upgrade so we can serve you much better.  We have set our sights on creating a world-class customer service (CS) experience that fuels growth. More CS agents available when and where you need them (new reps being professionally trained in San Diego and Ireland as we speak), VIP services, upgraded cloud-based telephony, performance benchmarks driving greater distributor satisfaction… these are all in the works.  An example of our commitment: we have brought in a seasoned customer service specialist, who has led CS at the global level for a $Billion-dollar company in our industry.  She will help make our CS platform second to none!  Count on it!