Take a moment and think about the last time you had very positive customer service experience.
Was it because of the support person being extremely affable or getting to the point quickly or giving you enough context? Did it help to make your decision much easier?
82% of consumers say the number one factor that leads to a great customer service experience is having their issues resolved quickly. (LivePerson)
I might be one of those junkies, who think that helping and supporting customers is awesome. When you come to think about it, customer service is probably one of those few things anyone in a company could and should do. In an essence you get to experience your own customers “in the wild”, you get a pretty good sense of their workflow and you see where you fall short and can improve.
Let me break it down. When a customer has an issue, there is probably something that might need fixing. If there is something that might need fixing, you try to fix it. In case you don’t have those skills required to fix something yet, you poke someone who does have them.
I have been on both sides, drawing from my experience in sales, customer support and business development, and I know that “issue management” is not an easy task. However I have also learned that positive and patient responses create positive associations in place of a negative ones. Listening, doing your best and learning to deliver outstanding customer service will lead you to a better service and better relationship. No exceptions here.
70% of buying experiences are based on how the customer feels they are being treated. (McKinsey)
When a support request comes in here at Messente, there is a good chance that anyone is stepping away from their usual tasks to help someone get going with the 2-step verification API or kick-start their SMS notification service, or often just to stay up-to-date with the situation.
Having said that, if there is anything you would like to bring to our attention to, please give us a shout at firstname.lastname@example.org. There is a good chance we can solve it quickly and completely.