Elevating Customer Service in the Digital Age With Josh Kwartler

Elevating Customer Service in the Digital Age With Josh Kwartler

Existing and past clients and customers have a significant impact on your business, and they can easily become your best marketing strategy. That’s why there’s nothing better than having happy, satisfied clients. But how do you serve their needs — especially in the era of constant digital transformation? 

Weaving together people, processes, and technology, Josh Kwartler created a program to help his company communicate better with clients. In the past, the firm would call clients and send letters to check up. Upon listening to client and employee feedback, they realized they needed a more efficient process.

Now — with the new program — when Josh and his team call clients and don’t receive an answer, an automatic text message goes out and gives clients an opportunity to respond on their time. And once they respond, Josh and his team are able to take note and move on without inconveniencing them any further. It’s a win-win for both employees and clients. 

But what’s so bad about the old ways of communication? It might work for your company now, but many client preferences are changing. According to Josh, you should always be analyzing new technology and asking, How do people use this? Why are they using it? What are the benefits? You want to be scoping out new technologies and processes to improve efficiency, and ultimately, increase customer happiness. 

In this shift toward improved customer service, you can’t forget about your employees. Keeping your people in mind as much as you keep your clients in mind will make everyone happy, help you maintain a great culture, and will enable employees to follow processes and adopt new technologies. When you combine an amazing team with innovative technology, magic happens.

Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Josh Kwartler, Chief Operating Officer of Kwartler Manus, LLC. Together, they discuss how to improve your customer service and client satisfaction rates by gaining feedback, empowering your people, and leveraging new tools and technologies.

In this episode: 

• [1:19] Judd Shaw introduces his guest, Josh Kwartler, and the topic of the day: customer service as it relates to digital transformation
• [4:03] Josh describes the program he created that efficiently caters to client needs through technology 
• [6:02] How the team at Kwartler Manus, LLC uses SMS technology to communicate with clients
• [8:06] What are the best ways to go about digital transformation?
• [9:49] How to train your team on the latest technology — and avoid gaps in the process
• [13:27] Josh’s tips for uplifting your people and elevating the employee experience
• [17:07] The importance of interpersonal connection
• [20:18] Josh’s thoughts on leadership in the modern workplace
• [22:52] Top criteria for hiring and showing empathy
• [26:54] How any business can use technology to deliver excellent customer service

🎙️ Featured Guest 🎙️

Name: Josh Kwartler

Short Bio: Josh Kwartler is the Chief Operating Officer of Kwartler Manus, LLC. He holds a master’s degree in business administration from Rutgers School of Business and a bachelor’s degree in physics from the University of Delaware. At Kwartler Manus, LLC, Josh creates processes that enable the company to provide superior customer service and efficiently utilize new and emerging technologies.

Company: Kwartler Manus, LLC

Connect: LinkedIn |