Interacting with customers first-hand helps the team build customer-focused products and services. Their engineers work on customer support requests for a full week, on a rotating basis. Here’s how they do it: Customer support is everyone’s jobĮvery employee has to do customer support for four hours a week, whether they’re a marketer or an engineer. But their focus on customer service remains laser-sharp. Today, Zapier has over 200 employees and $50 million in annual recurring revenue. We can’t be the best and we can’t be the cheapest, but we can definitely care the most, and so from day one, we thought “let’s get on Skype calls, let’s do things that might not scale right now, just so that we can make people really happy and really want to work with us.” Through Skype calls, he’d help customers work with his barely functioning MVP, and iterate on their feedback.įoster’s commitment to customer service was shaped by advice from Wufoo founder, Kevin Hale, who told him there were three types of companies: one with the highest quality product, one with the cheapest deals, and one with the best customer service.Īs a startup founder, Foster knew which type of company he would build. In those early days, CEO Wade Foster lurked in community forums and reached out to customers who needed a product like Zapier’s. Zapier’s obsession with customer support began when they had no customers or even a robust prototype. Wrapping up: Great customer experiences are not a matter of chance 1.Let’s dive in and check out some of the best real-life customer service examples. In this piece, we’ll share their best strategies on hiring for great customer service, guiding employees the right way, and the role of leaders in fostering customer-centricity. To answer these questions, we looked at five companies that live and breathe exceptional customer service on a daily basis.
So, how do you take great customer service from being a nice-to-have to an all-important-prime-focus across your company? How do you foster a customer-above-everything attitude in your employees? Is it possible to do this at scale? While these are all important components of running a business, remember, the customers are the reason it exists. Somewhere along the way, though, customer-centricity tends to fall by the wayside in favor of pressing issues such as product bugs, marketing campaigns, and making sales.
After all, there’s mounting evidence supporting the value of superior customer experiences, and also, who doesn’t love a little social media love? Most companies would love to be customer-centric.
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