Q: What does an average day look like for you?
A: I like to divide up my tasks each morning around they day’s events. Once that’s done it’s time to immediately put that plan into action. I try my best to stick to the plan, but always end up throwing a few short snack breaks in the mix.
Q: With a huge number of cases and clients, how do you stay on top of your workflow and make sure you’re addressing concerns fully?
A: Mixing my tasks up—I find that if I’m doing the same thing for a long period of time, I’ll burn out and have a tougher time concentrating. It also helps to get my easier cases out of the way first thing in the morning so I can spend more time focusing on the difficult ones.
Q: When you encounter a tough case, what’s one troubleshooting method you often rely on?
A: I always like to log into the app and carefully go look over the tab or field that the client is having issues with in the dashboard. Then I’ll compare it to my test app. I always recommend having a test app to compare functionalities to if you’re seeing issues that may be app-specific.
Q: You’re an expert at handling escalated cases gracefully. What’s one piece of advice you’d give our customers on how to best approach angry or upset clients?
A: Sometimes when clients are having issues, they begin to feel like it’s us vs. them, when that’s not the case at all. Let the client know that you’re here to work with them through these challenges and help resolve the issues, or at least find a workaround. If the client is having several issues at once that are fueling their frustration, it’s always good to break things up and take it one question at a time. The conversation will flow smoother, and it’s far easier for both you and the customer to keep a grasp on the situation.
Q: You manage our single clients, who are often small business owners themselves and are less likely to have a ton of experiencing with app-building. Is there one resource that really helps set them up for success?
A: I always like to send single clients app demos so they can gather inspiration and see how everything comes together as a finished product. This helps them with their design process, since I can describe the set-up of a specific feature or layout if they see something special they’d like to have in their own app.
Q: What’s one important lesson you’ve learned from working in customer service?
A: Working in customer support has definitely been a refresher lesson in respect. When dealing with support via email, we tend to forget that there is an individual on the other end who wants to help you to the best of their ability. No matter the issue, things always go much smoother when everyone is respectful and calm with one another.
Q: What’s the most challenging part of your work day?
A: Definitely time management. With support cases, you’re never sure what you’re going to get—a case could take a few minutes or even an hour to handle—so you need to be flexible with your schedule.
Q: What about the most rewarding part?
A: Hearing client success stories! You get a little fuzzy feeling whenever you know you helped a client do something awesome.
Our customer support team is the best in the biz! Email us at [email protected] and maybe you’ll get a chance to chat with Jade—she’s a gem.
