Livespace — Customer Hero of Our Choice #4
It’s about time to introduce you to another one Customer Hero of our choice. Meet Livespace — polish CRM made for sales managers.
Customer Heroes: What characterizes the issues of your clients? What are their most common problems and how do you solve them?
Łukasz Kupiec, Support at Livespace: Most of the problems, that come from our clients, concern configuration of applications or questions about proper usage of tools. Merchants, sales managers and company CEOs benefit from Livespace on a daily basis in order to achieve a specific goal: structuring a sales process. We solve problems through conversation and a common analysis of the way our clients work with their clients. We also strive to adjust the functionalities of our application o their individual ways of working.
Do you also use Customer Service tools to acquire new clients?
Many companies combine customer support with direct sales operations. It is true to some extent, that today everyone sells — directly or not — because building a strong brand concerns each company member. We may mention here a simple scheme, showing that a product sells well if it is good, and by “good” I mean it satisfies specific needs of customers.
We aim to clearly identify the current needs of customers — towards the Customer Care team. Those needs are directly related to the problem they want to solve with our help. For instance, we get “the application is not working properly, I do not know how to efficiently use the application. I know the way I work but I can not adjust myself the CRM tool to my needs”.
It is important that our clients know exactly who will offer them support in such situations. That’s why Customer Care in Livespace does not work directly on acquiring customers — we are primarily focused on the needs of clients, precisely application users, and we want them to know it.
What is your focus while expanding your customer support team? What characteristics do you look for in the employees?
In the customer support job characteristics such as empathy, ability to solve problems and the willingness to learn and develop are particularly helpful. Also, communication skills are important — especially ease of establishing contacts and matching the clients’ style of communication. These are the qualities that we look for in new employees. While recruiting, we do our best to make sure that the candidates know and understand our product, and that they can decide if they are able to support our clients.
In Livespace all new employees — regardless of whether they join the sales or marketing teams — are being implemented first to the Customer Care team, i.e. the team responsible for current customer service. This is what proves how important product knowledge and understanding of our customers is for us.
What makes your approach to customers unique?
We value professional, personalized and constant contact with clients — we always aim to immediately answer customers’ questions via live chat, social media of a business, via e-mail or phone. We make sure that a customer simply feels good with us. However, we are aware that a good customer support is not just about being cool, nice and breaking records in fast response times. Most of all, a good customer support is characterized by understanding a problem and solving it.
I am sure that our distinctive features are openness to the customers’ needs; we take their satisfaction with the application personally since each person in our team has a real influence on the development of Livespace.
Please tap the clap button below if you enjoyed this post. 👏 👏 👏
For more Customer Care Insights follow us on Twitter, Facebook, and LinkedIn.
