Focus on the customer
We take our customer service at Tribu to the next level. This probably sounds familiar. But I invite you to keep on reading, so I can prove it to you. Tribu, that are our clients, and our clients that is Tribu.
When Mathieu and myself decided to go for our big dream and launch Tribu, we were clear on some crucial points: Tribu should be managed openly, every employee should have his/hers core responsibilities, transparency on — well basically everything -, a customer service that really gives a (top notch) service to our clients, that is the team of Tribu.
But how? The right tool is key. After testing a few, we stayed with Crisp. Crisp, where everything comes together: emails from our global mailbox, chats from our website, messages from our Facebook page, dm’s from our Instagram page. One platform to answer them all. Our customer service is active from 9–22 h and that every day, even on weekends. Officially, because we have two colleagues in our team that take our customer service so seriously, they answer our clients even in their sleep or on holiday, when they are at a restaurant with friends (I know, don’t ask, they can’t help themselves, it’s an addiction).
Who is behind?
Everyone at Tribu takes time out of their agenda to take a shift on Crisp. This so that every team member comes in contact with real clients, real questions, real problems, problems for us to solve. As Tribu grows, the number of questions grows as well, and the amount of work is no longer manageable besides our other duties (we are a small team — just 10 people with big responsibilities). We took ‘We live chat’ under our wings, gave them an intensive training and now they help us take on other shifts and the weekends. What WLC can’t solve immediately, we do, the team of Tribu.
What sets us apart
We solve every problem. And I mean every problem. We are transparent in the communication with our clients. We give different solutions for every problem so the client can choose the solution that best fits their needs. Exemple: as we provide a service for the families to give to their grandparents, sometimes life takes a wrong turn. If there are still magazines to be made in their subscriptions, of course they can continue if they want. But we also give the option to refund the remaining months. An option that many of our clients appreciate. We don’t think twice about this. We want to service our clients and make them happy, even if this means we have to let them go.