First of all, it’s important to say that we are a privacy-first company - so, our customer data is always 100% safe and secure.
This is very much foundation number one of good customer experience, as it enables us to rapidly build trust.
Beyond that too, it should be noted that many of our customers are attracted to our product as a result of our independently audited privacy-perfect rating - and thus we are able to speak the same language from day one.
When it comes to customer support, though of course we use certain technologies to help optimize the efficiency of our service, we very much believe that it’s our people that make the biggest difference.
As a result - and this is true for all departments, but especially customer-facing roles - we place a huge amount of importance on hiring the right people, and then providing them with the resources and conducive environment to do a great job.
As part of monthly reporting, this great team of professionals has NPS (Net Promoter Score) as their North Star metric. By constantly striving to improve, this laser focus has resulted in a huge number of positive reviews and an ever-increasing amount of referral business.
We are currently developing a wider referral and reward programme, in order to further optimize the benefit we can draw from satisfied customers.
Beyond that, the customer support professionals are also working tirelessly to optimize response times and, in collaboration with other departments, ensure that any issues or requests are dealt with quickly and effectively.
As is the case with other departments too, our support team leverages our own Customer Communication tools to gain direct insights from our user base. And, over the years, such feedback has very much played a direct role in shaping our product and feature upgrades and roadmap.
We have a fierce focus on community - both internally and within our customer base - and thus prioritize building long-term relationships, rapport, and going the extra mile to make our customers feel appreciated.
Of course, as is the case with any company, we do sometimes receive negative feedback. The key thing in this respect is that we always openly share such information with the rest of the company. We have dedicated alignment meetings and shared docs, where we outline areas that have drawn criticism and strategize ways of quickly addressing such concerns.
At the heart of everything to - and it’s something that’s already been touched upon - we very much see customer experience as being integrated and aligned with every single step of the customer journey.
We are very much proactive in blurring the lines between various functions and look to build sturdy bridges between, for example, support, success, product, marketing, and sales. Not only does this optimize both our product and services, but it also ensures the consistency of our messaging and leaves less room for confusion.
Customer experience continues to be priority number one for us as a company and, as such, we are currently building out our Customer Success function, onboarding new technology, and evolving the automated elements of onboarding and in-product training to make the journey ever smoother - and more enjoyable.
You Made it to the End!
Since you’ve made it this far, you now have a much better understanding of just how important customer experience is for modern business - they’re a demanding bunch, but will reward good CX when they find it.
And if you’re looking to improve the customer experience at your company, have a look at our visitor feedback tools, as well as our GDPR and data privacy resource hub, and how to secure the personal information of your customers.
And if you liked what you read and think it might help other marketers, feel free to share it around!