Do business with a human
“Personal service is about making customer feel like they’re
doing business with a human, not a company.”
Surely, you’ve asked Customer Support for assistance before. But have you ever wondered who is answering your questions via phone, live chat or email? Usually, you just have no idea who you’re talking to. Of course, you want to reach a human being, not a robot, who can resolve your problems quickly and efficiently.
Here’s your chance to have a behind-the-scenes look at members of Wow24–7 team. They’re true superheroes, and they know their stuff for sure. We asked the project manager Maya Momotok to share the inner workings of the outsource support team. She gladly agreed to make time of her busy schedule and tell about the importance of providing the personal service.
Happy team — happy clients
In many ways, customer support is the bloodline of any company. As customer support, we often face difficulties bridging the gap between customers and the product team. We respond to hundreds of emails, chat with users from all over the world, troubleshoot issues and report feedback to optimize business processes — day in day out.
Over the last year, our team has grown considerably supporting thousands of clients on a daily basis. Despite the quick growth and an array of challenges we resolve every day, our team members remain the happiest people around. How is that possible?
The answer is simple.
A good work atmosphere contributes to a company’s success.
Thus, we make every effort to build a positive working climate where every person can share their knowledge with others and receive feedback concerning the work. We truly believe that listening, supporting and responding is an emotional kind of work. The support team is responsible for performing an emotional labour, which means they need some recharge. Agents need to spend quality time with themselves, and we provide them with such opportunity.
The happy and united team isn’t the result of happenstance. No doubt, it requires constant experimentation and strong leadership. As a team, we’re still on our way toward a perfect culture where everyone is encouraged to support their coworkers, gain new knowledge, and have fun along the way (with enough time for recharge).
Personalization is King
Doing our job, we always ask ourselves: “Are we making our clients feel like they’re doing business with a human?” We clearly understand the importance of personal service, and do our best to achieve it. For example, using customer’s name during the conversation brings them to the path of cooperation. But, what is more important, we use own names to make the interaction feel even more personal.
In our opinion, personal support is a key to prosperous business. That’s why we don’t hide under the mask like superheroes from the comics. Our heroes of support aren’t afraid of showing their faces. We help our clients put a face to agent’s name using photos. Doing this, we not only increase the conversion rates but also built trust to a company and humanize the business. In fact, dealing with the real people is the primary thing that customers want to get from support.
We go an extra mile using these and many other indicators of personalized service in our work. On the flip side, “personal service” is a crucial concept that can help increase customer satisfaction and retention. It’s not so easy, but it pays off big time.
We’re real-life people, not machines. We want our clients to know that we’re here to provide the best assistance, answer their questions, share our knowledge and give them a great experience. Currently, our team is working on the new techniques of delivering a more personal touch in the customer service.
If you have your customer support stories or any ideas on how to improve the service, please share them in comments below.