April Happiness Report
…That the most important part is to show you that we care. Collabspot is all about collaboration – and it’s not a simple collaboration between us and your company. It’s about creating a strong relationship with you.
We wanted to personalize the experience.
It all started when Anna wanted to reduce the average response time to one hour and Ela wanted to resolve the technical issues as fast as possible. We tried out a lot of ideas. It was really fun because everyone, including the Dev team, were working together to find ways to improve the way we resolve your concerns. Below are some of the things we did:
View the status of a ticket at a glance (Tagging system)
We created a system to help us see, at a glance, where the ticket is and who the ticket should be assigned to.
We determined when and how to escalate an issue from customer service to technical support to the development team.
Since there was so much to know, we created an internal knowledgebase to help us keep track of the standard policies and procedures.
Collabspot deals with numerous applications like Google, SugarCRM, Salesforce, Highrise, and many more. We started having meetings with the Dev and Tech team to find out the most systematic way we can troubleshoot a customer’s issue.
Be professionally friendly
Since Collabspot is growing, we knew it was time to start replying in a professional manner; however, we wanted to keep a friendly tone. The result? We started changing the way we reply to emails by being professionally friendly in every conversation. 🙂
The Fruit of our Hard Work
Did we make our customers happy?
The ultimate question was: After all the changes we made, did we make our customers happy? The great new is, we did!
“It just plain works. We are using Collabspot for ~100 users who are never happy (sales). But with Collabspot, everyone is finally happy! Support is fast, responsive and flexible. Thanks! ”
“Thanks so much for all the help you (Ela) and Nori and Anna have provided. You have gone so far beyond the normal support that I have received from other organizations.”
“Woow, that was fast 🙂
Thank you so much.
All the best, Mark”
“Thanks so much, you guys are the best!”
“Great, thanks Nori! Keep up the great work.”
“Excellent! You’re wonderful.”
“Also many thanks to you, it was great you took the time and will further look into our improvement requests!”
“It works! Thank you so much for all the work that went into this!”
These kind words are the reason why we’re finding ways to serve you better. It gives us the motivation to improve the way we handle your concerns.
Feel free to give us a buzz for just about anything. We’ll always be here.
The Collabspot Team