Dan Henig’s Post

If you don't set the bar high in customer support, you'll watch the performance of your team suffer (and it won't be fun). When my friends at Boldr are building managed customer support teams, sometimes clients are surprised to see them recommend senior customer advocates in the mix. "Wait, isn't this for a Tier 1 team?" is the common objection. It doesn't matter what "tier" you're hiring for, you can find experienced and talented individuals who clearly excel in terms of their performance. You need high performers to set the bar high for your entire team. What does a top performer look like? Read the post below to find out. https://lnkd.in/eQNbZxqF

Keep it SIMPLE! Customer service doesn't need to be rocket science. It's about understanding the needs of customers, being responsive, and providing solutions with empathy and efficiency. #remotejob #virtualassistant #customerexperience #customerservice #customersatisfaction #remotehiring #remotehiring #businessbranding #businessownertips

Feeling like you're juggling angry emails, overflowing DMs, and phone calls that just won't end? 😤 You're not alone. In today's customer-centric market, keeping everyone happy can feel like a full-time job, especially when resources are stretched thin. Think it's time to stop spinning plates and hand the reins to a champion? Hiring a dedicated Customer Support Manager could be the game-changer you need. Read our latest blog to discover how a CSM can streamline your customer service and turn those customer frowns upside down. 🙁➡️🙂 https://hubs.la/Q02hcq6-0

Curious what #QualtricsLife on the Customer Operations team is like? It's about so much more than just keeping the gears moving. It means becoming part of a support system that values your growth, recognizes your achievements, and provides the environment and incentives to not just grow but thrive. Learn more about the team, the organization, and the opportunities available! #CustomerOperations #TechSupport #ProductSpecialist #TechnicalAccountManager #TechJobs

Curious what #QualtricsLife on the Customer Operations team is like? It's about so much more than just keeping the gears moving. It means becoming part of a support system that values your growth, recognizes your achievements, and provides the environment and incentives to not just grow but thrive. Learn more about the team, the organization, and the opportunities available! #CustomerOperations #TechSupport #ProductSpecialist #TechnicalAccountManager #TechJobs

Curious what #QualtricsLife on the Customer Operations team is like? It's about so much more than just keeping the gears moving. It means becoming part of a support system that values your growth, recognizes your achievements, and provides the environment and incentives to not just grow but thrive. Learn more about the team, the organization, and the opportunities available! #CustomerOperations #TechSupport #ProductSpecialist #TechnicalAccountManager #TechJobs

Curious what #QualtricsLife on the Customer Operations team is like? It's about so much more than just keeping the gears moving. It means becoming part of a support system that values your growth, recognizes your achievements, and provides the environment and incentives to not just grow but thrive. Learn more about the team, the organization, and the opportunities available! #CustomerOperations #TechSupport #ProductSpecialist #TechnicalAccountManager #TechJobs

Is Product Support Really a Thankless Job? In my years leading Product Support teams, I've seen firsthand how this role can be perceived as thankless. Our days are filled with navigating complex customer issues, often under high pressure. It's a challenging dance, balancing technical expertise with empathy and patience. What many don't see is the relentless dedication of these teams. We pour our hearts into finding solutions, yet the spotlight often shines only when things go awry. It's the nature —success is silent, but errors echo. But here's the thing: the silent impact of Product Support is monumental (towards improving NPS or CSAT - Customer retention Strategies) . We're the unsung heroes ensuring customer satisfaction and loyalty, the backbone that keeps the show running smoothly. So, while it may seem thankless, the value we bring is undeniable, woven into the very fabric of our organization's success. #customersupport #brainexpansiongroup #customerservice #productsupport

Yesterday I listened to Nick Mehta and Jason M. Lemkin talk about the future of Customer Success in 2024. It was a great conversation, but my favorite takeaway was Jason's New Year's resolution to "hire one more game-changer to the team." I couldn't agree more! It's the PEOPLE that can level up your organization. Partner with Melo Associates on all your Customer Success and Professional Services hiring to find your "game-changer." #customersuccess #hiring #professionalservices - Follow Me Lindsay Lynch Follow Us Melo Associates

Support as a cost center has been on my mind lately. A cost center is a department that costs 💰money💰 and resources but doesn't generate 💰revenue💰 for the company. Many companies consider their Customer Support departments to be cost centers. Customers will notice when a company considers its Support department a cost center: - Long wait times and rushed support - Poorly trained reps - High turnover (both in layoffs and reps getting better-paid jobs) - Lack of care due to low customer service rep pay - Lack of *quality* issue resolutions due to a lack of resources - Low morale due to inability to own their work But it doesn't have to be that way. The Customer Support department knows the customer best. We know the customer's needs, the pain points with the product, and the customer's product wish lists. We can provide valuable insight as the voice of the customer to Product, Engineering, Sales, Marketing, and Customer Success. Each customer interaction is an opportunity to learn how the company can grow, scale, and make a better product. Your Support team just needs to track ticket trends, understand the root issues customers report, and communicate cross-functionally. BUT those cross-functional teams - Product, Engineering, Sales, Marketing, Customer Success, and *leadership* have to 👂listen👂 and value the knowledge that comes from the Support team. Give us a seat at the table. 🤝 #support #customersupport #productsupport #voiceofthecustomer