{"id":102,"date":"2016-09-28T07:41:43","date_gmt":"2016-09-28T14:41:43","guid":{"rendered":"https:\/\/hengreamaze.wordpress.com\/2016\/09\/28\/refining-customer-service-with-better-experiences\/"},"modified":"2023-08-31T05:15:54","modified_gmt":"2023-08-31T12:15:54","slug":"refining-customer-service-with-better-experiences","status":"publish","type":"post","link":"https:\/\/www.reamaze.com\/blog\/refining-customer-service-with-better-experiences\/","title":{"rendered":"Refining Customer Service with Better Experiences"},"content":{"rendered":"

Exploring new ways to create customer-focused teams.<\/p>\n

Those of you that have worked with our customer experience team before know that we do things a little differently at Reamaze<\/a>. There\u2019s no \u201ccustomer support\u201d team and there\u2019s no \u201ccustomer success team\u201d. The two together make up our customer experience team.<\/p>\n

\"\"
Daily customer appreciations received. Rolling 2-months.<\/figcaption><\/figure>\n

The keyword here is experience. We want to ensure our customers have the best experience possible. Whether or not that\u2019s a manifestation of support or account growth is irrelevant to our definition of a good experience. We have strong opinions about how customers should be treated and many ideas on how to execute on those opinions.<\/p>\n

\u201cAwesome tools and an ultra responsive and very cool support\u00a0crew.\u201d<\/em><\/p>\n

It\u2019s simple really. When customers reach out to us, the first teammate that responds becomes their customer service go-to, their customer success manager, their technical account manager. There\u2019s a single point of contact and clear set of expectations formulated from the very beginning of the relationship. This mode of interaction frees our customers from abiding by our<\/em><\/strong> rules. There are no customer service hours, no specific wait times, no hoops to jump through. The interaction between customer and customer experience teammate is a learned process for both parties.<\/p>\n

\u201cThis app has almost everything for the customer service. Their support is awesome too. I want to give them 10 stars, if it\u2019s possible. Thank you for saving our\u00a0time.\u201d<\/em><\/p>\n

Each customer is unique and each customer experience should be unique as well. We\u2019ve refined our philosophy even more over the past few years to enable customer experience teammates to establish their own process and \u201crules of engagement\u201d so the customers they work with can be reflected by a series of habits. We\u2019re trying to emulate the essence of any good relationship: trust.<\/p>\n

\u201cCustomer support armed me with the know-how to get started and showed great patience as I was learning.\u201d<\/em><\/p>\n

We\u2019re not making any of this up. Our data from the past 2 months (see graph above) shows a dramatic increase in the number of daily customer appreciations after training our team on new nuances introduced to the platform.<\/p>\n

This structure works well for us because our customer experience team is well versed in both customer service as well as technical account management. They\u2019re able to resolve questions about payments just as well as they can resolve questions about integrating our JavaScript widgets. For on-boarding in particular having cross-discipline skills is by far the #1 contributing factor to positive customer experiences. When Cindy or George can help answer billing questions, clarify certain nomenclature, and get the JavaScript embedded all in under 30 minutes, you can be sure the customer is having a blast of an experience.<\/p>\n

\u201cThe best part is how responsive and helpful they are to my inquiries. Their service is impeccable and I even use them as a role model to help better serve my customers.\u201d<\/em><\/p>\n

\n

Interested in what else we have to say? Make sure to recommend this article and follow us for more stories about startup life, customer service, and tips on treating customers right.<\/h4>\n

You can also find our multi-brand, multi-channel customer service platform at https:\/\/www.reamaze.com<\/a>. Follow @reamaze.<\/h4>\n","protected":false},"excerpt":{"rendered":"

Exploring new ways to create customer-focused teams. Those of you that have worked with our customer experience team before know that we do things a little differently at Reamaze. There\u2019s no \u201ccustomer support\u201d team and there\u2019s no \u201ccustomer success team\u201d. The two together make up our customer experience team. Daily customer appreciations received. Rolling 2-months. … Continue reading “Refining Customer Service with Better Experiences”<\/span><\/a><\/p>\n","protected":false},"author":2,"featured_media":5647,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_lmt_disableupdate":"","_lmt_disable":"","footnotes":""},"categories":[32],"tags":[38,42,49,44,43],"class_list":["post-102","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-service-best-practices","tag-customer-service","tag-customer-success","tag-growth","tag-marketing","tag-team-building"],"yoast_head":"\nRefining Customer Service with Better Experiences - Re:amaze Blog<\/title>\n<meta name=\"description\" content=\"Unveiling Unique Customer-Centric Teams at Reamaze. Experience our All-in-One Approach to Support & Success. 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