![]() ![]() The software, compared to Intercom, offers all the essential functionality for fluid customer support, sales, and marketing purposes but at a more attractive price. If you are a small or medium company that prefers a rational approach, then take a closer look at HelpCrunch. Quotation based (it used to be $1,500/mo) Both tools are famous for their highly developed bots and for being quite expensive and enterprise-oriented.Īvailable for 14 days, requires credit card detailsĪvailable for 14 days, no credit card requiredĪll-in-one ‘Premium’ subscription starts at It’s a difficult and challenging job that requires a unique combination of both soft and hard skills.Intercom is a great and well-balanced all-in-one tool that covers support, marketing, and sales tasks while Drift is way more sales-oriented. It’s not just an entry-level position anyone can do. What was your “15 minutes of fame” moment?Įvery month when I share performance insights from the support team with the rest of the company □ What do you wish people knew about working in customer service? We are definitely part of customer service, success, and experience, but the same also applies for other teams. □ Do you identify more with the title “customer support,” “customer service,” “customer success,” or “customer experience,” and why?Ĭustomer support, as our team is focused on solving the technical issues of our customers. What’s your most used emoji in customer chats? “We need to have it fixed ASAP!” (Without any willingness to cooperate on the solution and provide additional information.) How would you explain your job to an alien? Support Driven community, Intercom, Stonly. Where do you get your support leadership news? Not a specific sentence, but the fact that they mention our team in G2 reviews is something that makes the difference. What’s the best thing a customer has ever said to you? Customer service is one of those positions people talk about when a problem appears. Silence actually means that you are doing your job very well. Only serious notes, of course :) What’s the one piece of advice you would give to your peers in the customer service industry?ĭon’t be sad when people in your company don’t talk about your job. What do you doodle when you’re on video calls? What can you do that a bot will never be able to replicate? Our opinion about the difficulties to enter the Dutch market as an e-commerce retailer. What’s the strangest thing a customer has asked you? What’s the worst customer service you’ve ever experienced?Ī poorly designed chatbot that wasn’t able to resolve my request and did not let me talk to a human. You don’t need to explain anything, you don’t need to talk to anybody, you just pick your preferred way to return it and in a few days, your money is back in your account – 100% self-serve. ![]() One of the e-commerce retailers in my country makes it super smooth to return goods in case you change your mind. What’s the best customer service experience you’ve ever had? What gif best describes your mental state right now? And the moment when you discover the full context behind the issue is the most satisfying and motivating feeling. With databases, logs, external APIs, ACLs, and other helpful resources, you always have something to check to understand the issue. Have a toolbox full of helpful stuff so you have everything you need to understand the issue. “The moment when you discover the full context behind the issue is the most satisfying and motivating feeling” What’s your greatest productivity hack? But it always helps to patiently listen to everything the client says and then patiently explain the situation and set proper expectations. From time to time, we need to deal with critical issues, so the communication can become quite emotional. What’s the most valuable thing working in customer service has taught you? The first one in my mind is not a celebrity, but a character – Winston Wolf from Pulp Fiction. ![]() Which celebrity would be really great at your job, and why? ROI Hunter is a SaaS company that helps e-commerce retailers to decide which products to promote in their ads to reach their goals (higher return on ad spend, higher click-through rate, lower cost per acquisition, etc.) based on data from multiple sources. Please tell us a little bit about your company and what you do there. With Libor Bitala, Head of Support at ROI Hunter. You satisfy your customers, but can you satisfy our curiosity? ![]()
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