Episode 19
How to fuel business growth by raising customer service quality
October 31, 201946m 2s
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Show Notes
In this episode, Martin Kõiva, Co-founder and CEO of Klausapp.com shares how to fuel business growth by raising customer service quality. Insights he shares include:
- Defining good customer service
- How to fix the incomplete picture that traditional customer service metrics provide
- Why the business departments can no longer function independently of each other
- How sales and success teams can also benefit from a customer service quality assurance tool
- How to use internal metrics aligned with company objectives to better customer service quality assurance
- How simplifying processes can have a dramatic effect on customer service quality
- How gaining a customer’s point of view can validate new channels inexpensively
- The support driven community you need to bring you up to speed on good customer service practices
- How a motto can guide your efforts to improve customer service quality and adapt to ongoing changes in the environment
- How to ensure that all your team members are on board with the strategy to improve customer service quality
- How content, community and marketplaces drive growth for Klausapp
- Where self help support fits into the overall quality customer service picture
- How SaaS companies can strive to create the perfect customer service framework
- How to hire the right people to improve customer service quality