You may not believe me, but I really do love people. I understand them and I can empathize with every customer that contacts support. I can feel when a person is frustrated with our platform or when they’re in a good mood and understand that bugs are a normal part of online services. In any of these cases I adapt to a person’s current mood and either provide support in a formal serious way or in a friendly and informal talk. In both cases I do my best to cheer the client up and make him/her smile. Because we’re all humans and have our ups and downs, and my mission is to help them not only to resolve their issues with our app, but also to make them feel happy.
Fairy Godmother or “How to Easily Make People Happy”
One day a client contacted me via Live Chat with a problem: his subscription implied 1000 unique contacts per month and he reached this number one week before the month ended, and he needed more people to contact till the next plan renewal. I wanted to make him happy that evening and simply increased the limits for him. This is the story of how I became the Fairy Godmother 😉
Thanks to Intercom our chats can be much more personal by including emojis and gifs.
I adore using pictures and gifs while communicating with people. Even if a person seems grumpy and too serious for these fiddlesticks, I never forget that we all are humans! And a little humour is never bad. Am I right? High five!
Customer Support and Success Reply Team
A month after I started working at Reply, another customer support agent came on board – Ann. We started working back to back, helping each other in everything we had concerns about. We never met each other until March 2016, living in different countries and working remotely, but we became Reply sisters 🙂
We understood that working together we could achieve better reply rates, respond faster and be a better overall support staff for everyone. We’re both living in the CET time zone, which means that we cannot cover Pacific Time for the USA, Canada and Australia users if we’re both working the same hours. Which is why we divided our schedules – Ann works mainly during CET business hours while I work evenings till late at night so users who try to reach us at their business hours can receive a prompt response.
This worked for one main reason – we don’t outsource our support, we are an integral part of the Reply team, and we love our product. This philosophy of “We are the best support in the world” gives me the energy to answer any Intercom notification, even if it’s at 3am and half of my face is already drooping in exhaustion. I open the app and reply to the users who need our help in the moment, because our goal at Reply is to provide best support ever. Even if I cannot help right away (checking technical issues always takes time), I can still respond to a user and ensure that this will be the first thing I’ll check with the dev team when I’m back on the job.
But technical support is not the only way of supporting our users. That’s why 3 more customer success and support representatives joined our Reply Family in April 2016 – Farrah, Stefanie and Joshua.
Farrah is the Business Development Specialist and Stefanie is the Customer Success Manager, who help our users to achieve their goals and grow their business with through our app and partnered services. Joshua is a customer support manager, who doubles as an editor helping the whole marketing department with articles and content.
The three of them are very talented and I’m honoured to know them.