How to Achieve More with Great Customer Support?

Oana Filip
support

Deliv­er­ing hap­pi­ness means to get the job done and get it flaw­less. By that we don’t nec­es­sar­i­ly mean with­out strug­gles or oth­er immi­nent chal­lenges — it’s part of the game, but with a sense of ful­fill­ment and grat­i­tude.

Even though a lot of peo­ple treat cus­tomer sup­port as an auto­mat­ic process that doesn’t require too much soul, we com­plete­ly dis­avow with this kind of approach. That’s why the sup­port crew mem­bers are called Hap­pi­ness Heroes. And yes, they man­age to do some mag­ic for a bunch of great peo­ple all over the world. And to get this out of the way, yes, we some­times screw up. We are only human.

We like that each Hap­pi­ness Hero has a catchy vision about cus­tomer sup­port. This way, we keep an accel­er­at­ed rhythm and learn a lot from each oth­er. As Mal­colm Glad­well would say — We’re the sum of the five peo­ple we spend the most time with.

Let’s find out who are our wit­ty Hap­pi­ness Heroes and what keeps them moti­vat­ed to wake up & help awe­some dig­i­tal mak­ers from the oth­er cor­ner
of the world.


Alin

When I think about cus­tomer sup­port three words come to my mind — patience, knowl­edge and com­mu­ni­ca­tion. The cus­tomer comes to you with a prob­lem and you have to be patient to cor­rect­ly under­stand his com­plaint, then mak­ing proof of a good knowl­edge of your prod­uct, to com­mu­ni­cate clear­ly what he has to do in order to solve it. It’s that sim­ple!

If I man­age to empathize with the cus­tomer, then every­thing is changed.

But, when I think about great cus­tomer sup­port, I’m con­vinced there’s more than that. In my opin­ion, the key ele­ment here is empa­thy. Some clients will have a lot of ques­tions, oth­ers will be annoyed and oth­ers will be just friend­ly. Your com­mit­ment is to han­dle all of them and pro­vide the same lev­el of sup­port every time.

If I man­age to empathize with the cus­tomer, then every­thing is changed. I can under­stand his needs, I can imag­ine how impor­tant is that for him and I’m able to have the right atti­tude. This is hap­pen­ing only when I put myself in the customer’s shoes for a moment. And with this comes the moti­va­tion to do the best in help­ing him. That’s what I think a great cus­tomer sup­port is all about.


Radu

The first time that I heard about this job I was so excit­ed because the inter­ac­tion with the cus­tomers is important…and inter­est­ing too. It’s so good to hear what the cus­tomer needs and to know that you have a solu­tion for him or her. This way you can evolve.

You need to make the user under­stand why that but­ton is the per­fect solu­tion for him.

It’s not hard to cre­ate a robot (I guess) or to give a com­plete answer to one client or anoth­er. But this is just “cov­er­ing the hole in the wall” and we aim for more. We want to find a way to learn from our mis­takes and to keep improv­ing.

As you may know, Word­Press is a plat­form that tried to be easy to under­stand for basic users. Some­times, it’s hard to inter­act even with sim­ple requests. This is the moment where a good cus­tomer sup­port shows up. The main point is not to just say “Hey, mate! Just click that but­ton and every­thing will be alright”. You need to make the user under­stand why that but­ton is the per­fect solu­tion for him.

We all need to grow here: we, by under­stand­ing the needs of the user (and, some­times, the prob­lems that he has with our product’s struc­ture) and the user, by under­stand­ing how he can com­bine the options from the main plat­form (Word­Press) and our prod­ucts, even if, some­times, we have to explain how the plat­form works, a part that is not relat­ed to us. A sim­ple response is sel­dom enough.


Robert

In my opin­ion, a good cus­tomer sup­port focus­es on customer’s needs and tries to “solve” a case by any means. For­tu­nate­ly, a great cus­tomer sup­port is not only about that. It strives to under­stand the people’s needs and desires, apart from num­bers and what the mar­ket looks like at that point.

At the end of the day people’s impres­sions is some­thing we all learn from.

It is our respon­si­bil­i­ty to con­nect with the peo­ple and help them out while keep­ing a friend­ly, yet pro­fes­sion­al vibe. This cre­ates a chan­nel between them and the rest of our crew, where prob­lems, impres­sions, and sug­ges­tions get fil­tered in a cre­ative man­ner.

I believe that atten­tion to details is one of the defin­ing char­ac­ter­is­tics of our team and that ris­es the cus­tomer sup­port effort to a dif­fer­ent lev­el — we called it Hap­pi­ness Heroes.

At the end of the day people’s impres­sions are some­thing we all learn from, but most­ly for me, it just keeps my wheels spin­ning.


Alex

Being a Hap­pi­ness Engi­neer means growth of Intel­li­gence… Sor­ry, I meant the next lev­el of Intel­li­gence — EQ or Emo­tion­al Intel­li­gence, where our mind­set and mind­ful­ness is need­ed for each and every cus­tomer. In order to under­stand the cus­tomer needs, you must first­ly under­stand your­self, in a deep­er way. They see us as a per­sona where they can get their voic­es heard in such a way that when they’ll fin­ish the con­ver­sa­tion and got their prob­lems solved, they’ll be more than hap­py to return and seek for guid­ance or for anoth­er fine-ass theme.

Not an easy thing to do, nei­ther to think of. Div­ing deep once again, Cus­tomer Sup­port rep­re­sents more than skilled agents that solve tick­ets and tasks. We are the advo­cates of suc­cess inside a busi­ness. Guess who is inform­ing the Devs when some­thing is bro­ken? Who reports the “almighty bugs”? Who is work­ing side by side with the Devs on a theme update? Thought that sup­port means only lots of tick­ets and emails? Think twice. 🙂


How things work out for you? We would love to hear your thoughts on this because only from this kind of healthy ping-pong we can raise the bar and draw mean­ing­ful lessons for every­one involved.

 

Oana Filip
Oana Filip

Digital storyteller @Pixelgrade and community builder for creative industries. A true believer in the power of making the world a better place.