Log in to ask Triin Ilves questions publicly or anonymously.
I.e:
Do you feel that the 1-1s are useful?
(So. Many. Questions! 😅)
Members of this community: @Daniel Figueiredo , @Chris Jewitt, @Valentina Thörner and @Martin Kõiva opened up a consultation-kiosk - you can book a free consultation with any of them and get answers to your customer service or support quality related questions.
Actually, no topic is off-limits. They all are happy to share their knowledge, experience and stories with you. It's not a sales demo, pinky promise ✌️
Read more about it and book your session here.
Recapping last week's webinar with Loom and Zendesk: we talked about customer service consistency and how to achieve or maintain it.
My 3 takeaways were:
1) You can't predict all of your customers' expectations but you can build great customer experience by using journey mapping 🛣
2) If you are not spending enough of your time improving your help center and your self service resources, your support volume may explode and you will be firefighting. 🔥
3) By having everybody read through the customer interactions every month, you are better aware of the challenges that your customers are facing. That's right, this is the power of peer reviews 🤜🤛
Now, which companies with great customer service you can recommend me and why is yours one of them? 🤓
What are your favourite or memorable examples of cool gifts, swag or other small extras (aka lagniappes) that you've received?
Jeff Toister shared some ideas about lagniappes at the recent Customer Service Tip of the Week. Lagniappes are the small gifts given to a customer at the time of purchase. And for many startups, lagniappes could also mean cool swag or shareables that can be handed out on multiple occasions.
On July 7, make the most out of your afternoon siesta and tune in online with us. Susana de Sousa from Loom, Bia Rodrigues from Zendesk, and our own Valentina Thörner join the digital stage to discuss how to provide consistent experience throughout the whole customer journey 💁🏻♀️💁🏻♀️
Among other things, we will discuss:
✨ Why is it important to identify gaps between customer's expectations and their perceptions of the experience delivered.
✨ How to discover the underlying causes for negative ratings in customer support and what to do about the results.
Register here: https://www.klausapp.com/webinars/cx-consistency/
Before summer kicks in full swing, there are some hot CX job-offers on the market that Klaus the job-hunter has found. Take a pick: there are offers from some new up-and-coming to well-known companies.
✨10 different Customer Experience roles at Crowdstrike - remote
CrowdStrike is on a mission - to stop breaches. The company that recently acquired Humio, is on the path of allowing customers to not only defend themselves, but do so in a future-proof manner. The company has earned numerous honors and top rankings for our technology, organization and people – clearly confirming that their industry leadership. With flexible work arrangements, they allow people to maage their personal and professional lives in a way that works for them.
✨Customer Support Representative at Outschool - remote US or Canada
This position is part of the Customer Support Escalations team who will help ensure that Outschool provides a great experience for every parent, teacher, and learner in the Outschool community. The role will build up to become an expert in Outschool’s inner workings so that you can help advise and resolve problems for both teachers and parents. Outschool is looking for someone who has the critical thinking and problem-solving skills to handle more complex, ambiguous tickets and will use these skills to provide consistent top-level service.
✨Enterprise Support and Tier 3 Supervisor and more at Docebo - various locations
The Learning and Development Customer Experience Manager is responsible for empowering Docebo customers to connect their goals and challenges with solutions in our platform while increasing usage and adoption, promoting the Customer Success culture within Docebo. The Customer Experience Manager will work with the Learning and Development (L&D) team of a portfolio of customers to drive product adoption, renewal, and customer success by bringing value to customers every day.
✨Cloud Support Engineer at Platform.sh - UTC+6 - UTC-1
Cloud Support Engineer will be responsible for assessing the nature of product or service issues and resolving support problems for customers and partners through support tickets, live chat, and occasional voice calls. Don’t let the word “Support” fool you - this is not a typical call center role. The customers are technically sophisticated. Knowledge of Linux with technologies like MySQL, DNS, CDNs, SSL, Redis, various programming languages, replication, integration with other systems are beneficial.
✨Head of Customer Success at Relewize - remote US
The persona for this role is someone who is ready to take on the biggest challenge of their career. You’re ready to join a founding team in the midst of high-growth and you will have the most experience in customer success on the team. You’ll help manage all of Relewize’s enterprise clients and have a strong sense for strategy that will drive adoption and outcomes leading to renewals, expansion, and advocacy across our customer portfolio.
✨Customer Support Supervisor at Veho - remote
Veho is looking for someone with experience in customer support that can step in and lead a team. For reference, Veho supports two customer groups: their drivers (the lovely team that delivers packages) and their customers (the lovely people that receive packages from other brands we deliver). The Supervisor, Customer Support will lead a team under one of Veho’s most important functions to drive results to meet the needs of our customers.
We did a thing... Since there are some die-hard fans of Spice Girls in team Klaus, we decided to mark the 25th anniversary of "Wannabe" and do something .. special.
Here's the result 👉
June 4th is the Hug Your Cat Day! 🐾 I'm sure that many of you here are cat owners so don't forget to share a cuddle with your fluffy companion 😻
Which animal would make the best manager? 🐶🦊🐻😺🐸
If you answered “a cat”, then here are some job picks for you - Klaus' team is expanding and where else to look for new ameowsing team mates than from the community
Marketing
✍️ Senior Content Specialist
📡 Product-Based Marketing Manager
Design
👩🎨 UX Designer
🎨 Product Designer
Product and Engingeering
🤹♀️ Product Manager
🥷 Senior Back-end Engineer
👨🏭 Back-end Engineer
👩🏻💻 Front-end Engineer
Did the job that you are doing now exist already when you were a child? 🤔🔮
The quality job-hunter Klaus will, at least, take care of your next CX position. Check out the weekly finds:
👉 Enterprise Customer Success Manager at Qualified - remote, US
The Customer Success Manager will own the successful implementation and adoption of the Qualified Conversational Marketing Platform for new and existing customers. You’ll be living on the cutting edge of the next generation of sales and marketing technology, and will work with Qualified’s customers to transform their sales and marketing processes to leverage the power of conversational marketing.
👉 VP, Global Customer Support at Circle - remote, US
This is a senior-level role for someone capable of owning and scaling Circle’s 24x7x365 Global Customer Support organization. From resolving general inquiries to troubleshooting complex technical issues, this VP together with the CS team will partner with a variety of internal stakeholders to address all customer needs in a timely manner, build and optimize ticket flows and procedures, and provide regular operations reports to a cross-functional team on a monthly basis.
👉 Customer Success Manager at Buildkite - remote in UTC+10 - UTC-7
The CS Manager will be responsible for managing customer relationships which includes expanding customer accounts, increasing customer retention, solving customer issues, and driving customer satisfaction. You will be the main contact for Buildkite’s enterprise accounts working on their behalf to answer technical questions, dealing with commercial issues such as expansion and renewal and ensuring they are happy at all times and consistently using the product.
👉 Customer Success Specialist at Niantic - San Francisco
The Customer Success Specialist will be focused on optimizing Niantic’s customer experience for the SMB partners and supporting large partner initiatives. This is an exciting opportunity to work alongside a relatively new Branded Partnership team that is building from the ground up.
👉 Technical Support at Assembled
Assembled is building a Technical Support team and looking for founding team members who are excited to set a new standard for great support. As a Technical Support, you’ll interact with the customers over Slack, help them understand how to use Assembled, and resolve thorny issues they face. You'll use your learnings on the front line to help Assembled’s product team prioritize bugs and feature requests. The tech support will have wide latitude to build internal processes and scale systems.
👉 9 various Customer Experience Roles at Hopin
Hopin is an online events platform where you can create engaging virtual events that connect people around the globe. A fully remote team where job positions are divided between continents, allowing you to choose the one that fits best with your current location. The positions vary from Event Producer roles to Renewals Manager to more traditional CSM roles.
