ERT Awards Supporting Information
Best Supplier Customer Service
At Ruark we pride ourselves on our personal, friendly customer service. As a small, local business we know how important it is to be easily contactable via telephone, email, or social media and make sure we can be effortlessly found on all three. Through this customer service network we aim to reply to all enquiries within 48 hours, however the majority we get back to within 24 hours.
We set ourselves apart from competitors by offering all our customers support, whether they purchased directly from Ruark, or one of our suppliers, or retail partners. We actively encourage customers to get in contact with us so we can help in anyway.
Operating a not for profit fixed cost repair service for out of warranty units, we make sure customers can count on our products for life. Our website is easy to follow with an entire page dedicated to support offering downloadable user guides, FAQs, and also offers video tutorials on all products.
Some examples of how Ruark has gone above and beyond for customer service as well as helping retail partners keep to the same standard:
If a customer contacts us about a faulty unit which is outside the guarantee period we offer them a fixed cost repair service which is priced differently according to the mode they have. For this fixed cost we arrange for a courier to collect the unit, we then repair the fault within 10 working days and finally arrange for a courier return the unit to them. For our R7 customers we even send out a flight case if they require it so their unit does not get damaged in transit.
We are always at the end of the phone for our retail partners should they have any questions and our Area Sales Managers, Ed and Jason are always popping into the stores to do regular training. Earlier in the year we did a Zoom training event with the new John Lewis Edinburgh store in which we spent two days training various members of the team.
We also ran a Zoom Webinar in conjunction with our digital advertising agency which all of our retail partners were invited to attend. This webinar was to help our retail partners navigate the rather daunting world of digital marketing.
Support page here: https://www.ruarkaudio.com/support
Some testimonials can be found here: