Does your company provide good customer service?

Creating successful customer service takes time and genuine commitment.

That’s something my colleagues and I at Lime Technologies — one of the Nordic region’s largest and leading CRM providers — know well, with a dedicated support department of nearly 20 people.

98.7% would recommend our customer support

Delivering outstanding service is a key factor in creating satisfied and loyal customers. That’s why we at Lime Technologies place such a strong focus on customer support — and it shows.

Our latest support survey from 2018 revealed that 98.7% of 4,607 respondents would recommend others to contact our customer service team. We’re incredibly proud of that result.

Great CRM systems and great customers deserve equally great service and follow-up.

Customer service – 9 success factors

So how did we get here? What does it take to deliver the kind of experience customers expect — and a little more?

It’s a combination of many elements — technology, structure, and above all, people.

Here are our nine keys to success:

1. A friendly attitude
2. Probably the most basic yet most challenging factor. How do you define “good service,” and how do you make sure everyone delivers it?
3. We’ve chosen to build it into our company culture and values. At Lime, customers always come before colleagues and owners.
4. Proper staffing
5. No one wants to wait in a phone queue or get a reply to their email days later.
6. With a well-staffed support team, a modern phone system, and an efficient ticketing solution, you can respond faster.
7. At Lime, our 20-person team usually answers within 2–3 rings.
8. The right expertise
9. No one can know everything — especially not in complex or technical industries.
10. Divide your support into different levels or areas of expertise. We use first line, second line, and third line depending on technical complexity.
11. Around 70% of all cases are resolved on the first contact.
12. Work as a team
13. Customers shouldn’t have to rely on a single person for help. When everyone has access to the same customer data and ticket history, the team can easily take over and collaborate smoothly.
14. A great work environment
15. Don’t underestimate this one.
16. Good sound insulation and smart phone queue settings (so every phone doesn’t ring at once) make a huge difference.
17. Happier employees = happier customers.
18. Be available on multiple channels
19. Customers should be able to reach you however they prefer — phone, email, chat, or even a self-service FAQ.
20. Reliable technology
21. Technology should never get in the way of great service.
22. Invest in a solid phone system, professional chat tools, and a flexible CRM platform that integrates everything.
23. For example, by integrating lynes Telephony with Lime CRM, your team can instantly see who’s calling and open the customer record with one click.
24. Always respond to the customer
25. Even if you don’t have the answer right away, always acknowledge the inquiry.
26. Automated confirmation emails work wonders — they show the customer you’ve received their message and are working on it, eliminating the dreaded “Did you get my email?” follow-up.
27. Measure, learn, and improve
28. Keep gathering feedback and data to continuously refine your service quality and internal processes.

About Lime Technologies

With 200+ employees and over 50,000 users, Lime Technologies is one of the leading CRM providers in the Nordics.

We became Sweden’s market leader in 2015 and now create customer magnets in Norway, Finland, and Denmark as well.

We handle everything in-house — development, sales, implementation, and support — ensuring your CRM project runs smoothly from start to finish.

With our two CRM systems, Lime CRM and Lime Go, we have something for almost every business.

And if you can’t find exactly what you need, we’ll build it for you — after more than 25 years in the industry, we know CRM inside out.

👉 Learn more about Lime CRM and Lime Go.

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