JELD-WEN fast, real time, face-to-face customer service rated outstanding

Trust is crucial for any business. Nobody wants to buy from a company that then walks away. Knowing that customers value the companies they get support from as soon as they need it, JELD-WEN launched the window and door industry’s first virtual customer service program two years ago.

The program offered large big-box retailers real-time, face-to-face service via an app. A huge success, the digital service recently expanded to cover all JELD-WEN customers — individuals, retailers, distributors and builders alike.

The OnSite Customer Care program is a continuation of JELD-WEN’s industry-leading warranties and world-class customer service before, during and after sales — a characteristic that contributed to Newsweek magazine naming JELD-WEN one of America’s Most Trustworthy Companies in June 2022.

The program is a big hit with customers, according to survey responses following their OnSite call. One praised little or no wait times on phone calls, with a live voice answering each time and each customer care representative giving their name and providing an email acknowledgement.

“It was a pleasure to work with everyone I encountered with JELD-WEN customer service,” the customer wrote. “It's apparent JELD-WEN goes to great lengths to stand behind their products with exceptional customer service and support.”

What is OnSite?

“OnSite allows us to provide a better customer experience to all clients seeking immediate resolution without having to wait weeks for a field technician to arrive in a service van,” said Dave Miller, operations manager, customer experience site services at JELD-WEN.

In just one four-week period, OnSite virtual techs logged 610 appointments, with that number increasing monthly as word has spread about the program.

“It allows our virtual technicians to resolve situations in real-time, often during the first call. Compared to scheduling actual site visits, OnSite is far more efficient, both for customers and the company,” says Dave.

How does OnSite work?

If a representative is unable to resolve a customer’s concerns by telephone, they send a text message containing a link to the customer’s cell phone. Clicking that link initiates a face-to-face session. During that virtual appointment, JELD-WEN’s virtual techs examine and troubleshoot the product and discuss potential solutions with the customer.

“If we’re unable to resolve the issue virtually, a warranty claim will be created and a technician dispatched to that job site,” Miller said. “And by documenting the call, collecting necessary information and pre-ordering the correct parts, the virtual techs have already set the in-person field tech up for success.”

‘It’s a terrific system!’

Customer reviews of OnSite, collected during post-call feedback surveys, have been outstanding, according to Brad Nelson, field logistics manager – customer experience site services for JELD-WEN.

One survey response said, “Never has any large organization taken so much time to be sure that our replacement and warranty patio doors were absolutely correct before they put the new doors into production.”

And another wrote: “Our technician Charles was an excellent resource — very knowledgeable and good at explaining everything very clearly. Altogether the video tech support worked flawlessly — it’s a terrific system!”

Nelson also acknowledges the exceptional work of the OnSite team. “We use a five-star system. During the month of September 2022, our virtual teams earned a 4.9-star rating. They’re very good at what they do.”

Read more about innovation at JELD-WEN in the company’s 2022 ESG report.

To reach OnSite customer care, call (877) 529-5353.