Is the customer always right? This long-standing mantra is a staple of the customer service industry.
You can listen to Customer Experience Leaders Chat also on:
But in this podcast, our guest Jacob Wick from the Customer Care team at Slido, argues that it doesn’t matter who’s right; it only matters what the customer wants to accomplish.
Jacob’s entrance into customer care came from a meandering background of roles that gave him a unique perspective on how to interact with customers. He found a fit with those ideals in his current role at Slido. Specifically, his company believes that everyone, no matter their function, needs to understand the customers’ desired outcomes – and focus on helping them achieve those, above all else.
In conversation with Jacob Wick from the Customer Care team at Slido
Slido uses rotation shifts to encourage employees from all functions to join support and hear firsthand what customers struggle with. This ‘all hands support‘ practice builds empathy and appreciation across all departments and allows them to produce better products.
But understanding customers’ desired outcomes isn’t just about building that empathy. Their support team also uses metadata to precisely track the issues their customers have, whether they be a family trying to bring competition to a family reunion, or a conference trying to engage with their hundreds of participants. With so many use cases, understanding your customer motives is critical to retain customers and build a support driven product.
Join our conversation where Jacob highlights the support techniques they use to make sure they are building the best possible product and driving better customer outcomes.