Meet Astrid, the Customer Support Team Lead!
At TextMe, our goal is to connect the world through easy VoIP calling and texting. One way we’re doing that is through providing fantastic support for our millions of users. This is especially complex because TextMe Up, FreeTone, and Top TopUp provide a variety of useful services in countries around the world.
In helping our users, the TextMe Support Team faces a number of challenges, including the variety of languages spoken by the TextMe community — in a given day we might see French, Hindi, Spanish, Italian, Turkish, German, and Arabic help requests all at once. Whether it’s a report of country-specific issue, helping surface bug reports, or other support questions, the Support Team sees many opportunities to help our users.
Astrid interprets the TextMe Support Team’s mission as taking “every day to make the experience better. The easiest way to do that is to put the user’s shoes on! We are here to help users to access, use and even improve the app. Login issues, calling problems or feature requests are the most answered questions. We provide global support, via email, from our web page and directly from the App, and because we know that customers like to find themselves the answers to their questions, the team writes FAQ and regularly posts new answers on the TextMe Help Center.”
By interacting with and helping TextMe users, Astrid and the rest of the Support Team help promote connectedness by bringing together TextMe users with the rest of our team. The team can respond to concerns and suggestions by TextMe users thanks to Astrid’s work. Of course, Astrid’s not just on the TextMe team — she also relies on TextMe to keep in touch with friends across the U.S. and with friends and family in Canada and France. Using the app, she often can spot bugs and carrier issues before they ever effect TextMe users! Astrid’s favorite customer interaction was when sending messages back and forth with a user, the user realized she’s not a robot. “Really? Do robots support customers,” she thought.
If you want more information about TextMe, or want to get in touch with our Support Team, visit the TextMe Help Center where you can check out the TextMe FAQs or message the team. You can also follow us on Twitter or join the TextMe Up community on Facebook for updates about TextMe, FreeTone, Top TopUp and our brand new app TextMe Up.