If you have ever been through an acquisition, you know it’s often a chaotic and ambiguous time for an organization.
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A significant challenge that is present throughout the uncertainty is that your customers still expect the high standard of support they’re used to. It’s critical to consider what parts of the acquisition will impact your support offering and make that transition as smooth and transparent as possible.
Elliott McIsaac, Director of Support and Trust & Safety at Flickr, was hired to do exactly that when SmugMug acquired Flickr in 2018. Each company had vastly different support offerings and attitudes, which made aligning these two brands a unique challenge.
In conversation with Elliott McIsaac, Director of Support and Trust & Safety at Flickr
Elliott joins our podcast today to walk us through those challenges. He notes that even though each business’ roots are in the same industry, the products and customer base are entirely different. This fact made it essential to align services while still catering to the uniqueness of the customers’ requirements. He explains how to turn Voice of Customer feedback into consistent product and process improvements throughout the transition period. Finally, Elliott walks us through the tools you can use to measure customer service quality, while at the same time ensuring the agents themselves are not feeling the pressure.
Please listen in as Elliott and I unpack the idea of redefining support during an acquisition.