Interview with MobileDay Customer Support Specialist
“Customer Support Specialist” is an extremely important role in a business. Believe it or not, things don’t always go according to plan working at a tech startup, and we need to have a plan in place to fix them if they don’t. In order to maintain our business, it is critical to retain customers. In a competitive marketplace, a strong customer support team, and a great Customer Support Specialist could be the deciding factor to signing a deal. But gaining and retaining clients isn’t the only reason why customer support teams are important. Better customer support means an overall better user experience, and that’s what we’re all about here. We want your experience with MobileDay to be as simple and enjoyable as possible. We sat down with our Customer Support Specialist, Zach, and asked him a couple questions about how MobileDay’s support team handles unexpected issues:
What is the most rewarding aspect of your job?
I really enjoy discovering the underlying product issues received from customer feedback and using the knowledge we gain to drive business decisions and feed our product pipeline. Even better is when I successfully help a customer and they later turn into one of our paid Advantage Customers.
What has changed since MobileDay started offering service is 14 additional countries?
Handling support has become more challenging because dialing in international countries can be more complex than in the US. Our call logic is pretty amazing, but when a country can have anywhere from 4-14 digits for a dial-in number there’s a lot of room for error. Keeping track of which countries have rules can certainly be tough! Of course being a 24/7 operation means we’re on call a lot more often.
What is your average customer ticket response time?
Right now our average customer ticket response time is 6 hours. This average takes into account normal work hours when our response time ranges from 1 minute to an hour, but also takes into account nights and weekends when response times are slower. We use a support help desk tool called ‘FreshDesk‘ that allows us to prioritize and manage support tickets in a very efficient and simple manner, and implementing this tool has dramatically increased response times and has improved the organization of our help desk.
How do you make sure you know about issues?
Our dedicated support email system gives us real-time feedback from customers as they interact with MobileDay’s features. Additionally, we proactively seek out feedback from customers based on device, usage pattern, or longevity with their MobileDay account. Sometimes this feedback comes to us in the form of short surveys, while other times it is a more personal interaction based on issue(s) they’ve had in the past. FreshDesk allows us to track and specify a variety of metrics that we use to quantify how often we see any issue and how impactful an issue may be. Based on those defined metrics, we can use our results to drive smart business decisions for MobileDay. Having a deep understanding of the application itself, speaking to our customers regularly, and working closely with our software development team are the tools we use to close the loop on our development process.
We also actively monitor our social media accounts so that we don’t miss a single mention – people reach out with issues on Twitter frequently! We also monitor reviews and comments that are made on Google Play store as well as the Apple App Store.
What do you do if you can’t solve their problem right away, it’s very technical and a weekend?
MobileDay is a highly trusted business app and we understand that business is a 24/7 job. We respond based on strict prioritization; our Advantage Customers get their questions answered first. During off hours (like the weekend) when critical issues come through our help desk, we use a tool called ‘Victor Ops‘ in unison with FreshDesk. A support agent is alerted right away when these critical issues arise. If the issue is something that is very technical and can’t be immediately resolved, we team up with a member of our development or IT team; once engaged, they stick with us until the issue is resolved.
What is the most challenging aspect of customer support?
When a customer reports an issue or requests a feature that can’t be solved immediately. Often it is in our development roadmap, but I have to tell the customer that we do not have an immediate solution.