Are you able to describe the ultimate Customer Experience? Some say fast responses, but is that true?
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It’s obvious that your house on fire requires a faster response than your toaster breaking. But how do we apply this difference to software support? There are so many aspects of support that we measure and benchmark, and articles just like this give tips and tricks on how to improve. So it should be crystal clear how to implement the best customer experience! Camille Acey, Global Head of Customer Experience at Humio, recently acquired by CrowdStrike, has the experience to understand that it’s more subtle than that. Variances in your industry, solution, and product quality will change what makes a great Customer Experience.
In Conversation with Camille Acey, Global Head of Customer Experience at Humio
Metrics drive our businesses, but who determines those metrics differs from company to company. Camille notes that sometimes Sales offers better SLAs to close a deal. Does a sales representative know what is reasonable? She asks in our conversation to speak with anyone who has drawn a straight line between SLAs’ impact on CSAT. With such complexity, can that be done?
Camille also talks about the concepts of conciseness, correctness, and completeness (She highlights her blog Reducing Information Asymmetry). How these affect first response time and your customer experience will vary. The type of ticket is also a factor. We can’t all auto-refund and return as Amazon can. Over our conversation, Camille highlights many areas of support that are much more subtle than they seem, along with some considerations to take when having your next conversation on metrics and measurement.
Please join our conversation to learn about adjusting your support offerings to accommodate for your industry, what your customers ask of you, and what your team can actually deliver.