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“Zappos is a customer service company that just happens to sell shoes.”
– Tony Hsieh, Founder Zappos
Highly successful companies have shown how extreme focus on customer service can be a USP. Thinking of customer service, Zappos, the online retailer comes to mind. Their customer service stories like a 10-hour customer service call, making that customer feel special and important, is a folklore now.
We have the opportunity to talk to Support and Customer Success leaders, at AppEQ. Here are a few insights we have learned and gathered while working with our customers.
1. Alignment of all the customer-facing teams
Sales, Customer Success and Support departments need to have an overlap on one of the OKRs which is directed towards customer retention, NPS or CSAT metrics etc. This drives the overall organisational culture towards customer delight.
2. Quick access to Customer and Account Level Data
Support teams need to have instant access to the Account details while engaging with them; All the various customer engagements happening across the teams within the organisation adds huge value for front-facing teams while speaking to the customer. The size of the business, the key stockholders, past and ongoing issues and how the overall Account health is progressing are some of the data points to drive the right response.
3. Gather feedback for each interaction
Every feedback need not be an elaborate questionnaire. A simple smiley selection shows the intent that you as an organisation listen to the customer at every step and goes a long way in building trust with your brand.
At AppEQ, we are building to address the above and enable cross-team collaboration and automate instant information sharing at each Account level, while engaging with customers across the board, whether it’s handling support tickets, Product Enhancement Requests, Product Adoption etc.
We would love to hear your thoughts on how you are working to create that ‘wow’ experience.