Key takeaways
Chris Lavoie, technical partner manager at Gorgias, draws new insights on how to zero in on ways to make customers’ lives a lot easier.
- Use an omni-channel help desk to make sure that all avenues of communication are accessible for your customers. At Gorgias, that means answering customers over email, phone, text, live chat, as well as all relevant social channels (like Instagram, Twitter, and Facebook).
- Make yourself accessible, have designated people dedicated to connecting with your audience.
- Every SaaS company should have a head of success who will make sure that merchants and customers are happy.
- Build a community where customers feel confident that they can message you anytime with product feature requests. At Gorgias, when the correction is requested a couple of times, customers receive a notification when it is implemented. This is a good way to get across the message: “We are listening.”
- Always take note of people who are great listeners; take note of what's being said and put it into action.
- In bringing people together, you need a relationship. One way is attending and hosting events, webinars, expos, or retail conventions to meet with merchants and other people. You should do this even if you have no fixed goal of signing them up - just show them that you are there for them and that you want to learn about them and their business. Connecting with people across all channels is a good way to set up a community that delivers value.
- Give merchants the information they need and the ability to take action to make their customers feel like they're a valued member of their community.
Check out Gorgias and see how they can turn your customer service into a profit center. You can find them on www.gorgias.com
Quotes
“It’s important to have a great partnerships team who are champions and advocates for your brand.”
“There should be a perfect balance of automation and personalization.”
“One thing which we are doing right is listening.”
