Customer Service Best Practices and Rituals From Weave’s Senior Director of Customer Support
A pertinent, and telling, question asked of Customer Support Team hopefuls at Weave is “Are you customer-obsessed?” The answer to this question plays a huge role in the fate of the interviewee. At Weave, only the most customer-focused are awarded a spot on the Customer Support Team, and for good reason. According to Industry Analysts, 70% of the customer’s journey is dictated by how the customer feels they are being treated.
Our CEO, Brandon Rodman, stated, we at Weave follow “The Three P’s.” They are, in order: People, Product, Profit. There was probably a silent party going on with the Customer Support Team as Brandon reiterated these priorities in a recent company meeting– because the CS Team lives for our customers. The CS Team knows our customers aren’t random office workers on the other end of the phone or computer chat. They’re people. The very first P in the Three P’s. Like all of us, these people have challenges and goals. They also have very real desires to make their particular office’s work/life experience everything that Weave has advertised: greater organization, efficiency with office tasks and the ability to maintain and nurture their customer relationships.
Overseeing the number one P on the CS Team is Nick Peck: Red Sox fanatic and father of five, married for almost 20 years and came to us by way of Jared Rodman (co-founder of Weave) and his excellent LinkedIn recruiting skills.
We asked Nick to take footage of his entire workday at Weave and he graciously complied (what a guy, right?). Nick gave us some interesting talking points– like daily team rituals, CS Team challenges, and the reason he won’t fist bump anyone. (“I don’t do fist bumps because I don’t have gloves on and I’m not a boxer or a hockey player, which is where I think the fist bump originated. I only give high-fives because I think fist bumps are dangerous.” Again… what a guy.)
So, to begin the day, Nick makes a point to high five, not fist bump, his team. From there they get to work and when 9:00 am rolls around, Nick whistles a tune to signify it’s time for the Question of the Day. These questions usually come from his one-page-a-day calendar, and on this particular day, the question was “Whose family home was called New Place?” The answer: William Shakespeare.
Rituals at work make difficult customer service days bearable. In fact, Nick’s engagement with his team is statistically proven to be a key reason for increased revenue in companies: according to The Muse, a study of 64 organizations showed that organizations with highly engaged employees achieve 2X the annual net income of organizations with less engaged employees. To drive the point even further, Business2Community reported that organizations with high employee engagement outperform those with low employee engagement by 202%.
It’s likely Nick implemented this daily team ritual because he’s constantly learning and curious about the world around him. Nick read over twenty books in 2018. Another reason Nick probably implemented this ritual is because as someone who has declared he’s definitely customer-obsessed, he knows the first P of the three also counts for the People of Weave. His team works hard and has the motivation to continue doing so because they’re regarded as people, not employees. Keeping in line with this core value and the entire mission of Weave is, according to IBM, a game-changer in the engagement level of his team.
So after their team lunch from Moochie’s (provided as a reward for their recent hard work as people, not employees), the CS Team had a meeting to discuss how to better handle their calls. This was where we learned the typical challenges the CS Team helps our customers face.
Most importantly, the CS Team helps clients utilize Weave in the best way by providing good and best practices. This is where clients can get help troubleshooting if hardware isn’t working, such as volume or poor connection. It’s also an area where our more “veteran” customers (Nick’s words) can learn to create a CSV file, turn a document into a PDF, etc. The team also consistently fields calls about helping customers’ mobile apps sync and teaching customers how to use new features like Email Marketing.
Interestingly, 79% of customers who share their complaints online see their complaints ignored (RightNow Technologies). Not so with Nick. His social media engagement is top-notch. Here’s a recent interaction Nick had with an upset Facebook user who decided to post a one-star review on Weave’s Facebook page (*name changed for privacy):
Dr. Jones*: Maybe this will get you to do something about our lack of service. Patients getting unsolicited texts from the wrong office!!!! Four different offices for visits they didn’t even have!
Now, Nick could have responded impulsively right when he read the review. But he didn’t. Nick did a little digging, spoke personally with the upset Weave customer, and then repaired the negative comment with a follow-up on Facebook that provided more insight into the issue for future viewers:
Weave: Hi Dr, Jones* – Thank you for the feedback; we appreciate your patience. We were happy to find a solution that suited your office’s needs, and we look forward to continue serving you.
Nick’s customer success professionalism retained a Weave customer (as reported, 83% of social media complaints that receive a response result in a happier customer) and likely provided a positive narrative for interested and potential customers, as 45% of consumers are more likely to visit a business that responds to negative reviews (Review Trackers).
Technology continues to expand the channels our CS Team must be attentive to when keeping customers delighted with Weave. According to Mary Shulzhenko from Provide Support Blog, other methods of communication compete with the traditional use of phone calls pretty closely: 61% of consumers prefer assistance over the phone, 60% prefer email and 57% prefer live chat. Further keeping our CS Team busy, 9 out of 10 consumers expect a consistent experience over multiple contact channels.
Weave’s CS Team strives to know the customer experience from the lows all the way to the top of the highs. It should be no surprise, then, that Nick likes to ask this edgy question when interviewing candidates for his team: “When did you break the rules to help a customer?”
“This helps me know what they’re [potential customer support representative] willing to do to help a customer,” Nick said. “We’ve got these sandboxes a customer can play in, but if these processes don’t work for the customer, what can I do that is right for the customer?”
Look for Nick’s footage of his day in the life at Weave coming soon– featuring a few of his team members and that delicious lunch from Moochie’s we’re all thinking about now.