Whether you work in product, sales, account management, or any other role, customer success and support is a responsibility listed on your job description. But it’s more than a responsibility, it’s the way we approach our business.
As cheesy and cliche as it might seem, it’s true. Here’s a peek into what our customers experience when they interact with our team for support:
In-app Chat or Email
Customers that use CalcuQuote software have access to real-time support inside the application(s) in the form of our in-app chat, as well as support emails that follow the same flow.
What happens when a customer sends a chat? It goes to a real-life human. Yes, you read that correctly, no bots around here. A team member will respond within our internal goal of 2-3 minutes to ensure a customer knows we are there to support them. After they respond, it will automatically be assigned to that team member. Throughout a single day, we can (and most likely will) have multiple discussions with different customers and different team members, all ranging from single how-to questions to complicated use cases. Not only are we ensuring our customers receive an answer to their questions, but we also work through any issues and share our tips for best practices. A chat conversation or email is not closed until we have confirmation from the customer that we met their needs and expectations. So if a customer receives multiple responses from us, we just want to confirm that we didn’t miss the mark. If an issue needs to be escalated, we also have internal communication for each customer conversation to bring in the appropriate team members. So if we ever say “I need to bring in other colleagues(s)” – that is us working internally with additional team members to solve the problem.
Ticket Lifecycle
The in-app chat is the most common support communication we have. It keeps customers in contact with us in real-time and keeps us efficient in those communications. However, not everything is straightforward. Sometimes (we strive for fairly rarely), we will have to escalate an issue further to our product development team. This starts our ticketing process internally. On the outside to customers, it still looks like the same chat but for us, it creates a path of escalation. A ticket will be added to the product support queue for a product manager to review each evening and discuss with a development lead. There are a couple of outcomes of this:
- We identify a bug and work to put in a resolution
- We weren’t able to reproduce the issue
Either way, during the ticket process we will communicate back with our internal team and the customer until the issue is resolved to satisfaction.
What are customers saying about CalcuQuote support?
If you’re a regular user of a CalcuQuote software, you know that at the end of a support chat when we have deemed it as complete, we close the conversation, and you are sent a short survey regarding your satisfaction. We take those surveys seriously, and we love to hear from you! Here’s how we are doing so far this year!
“Great help and gave me updates and also checked back later in the day to make sure all was resolved!”