By Mario Trejo
Oct 18, 2018
I recently came back from vacation and I was getting back into the swing of things at work. It usually takes me a couple of days to reacquaint myself work but this time around I was able to get back on point quickly as I was ready to kick off some new ideas around our onboarding process for new customers. I also wanted to hear feedback from my colleagues on how to help improve our signup process. We were able to start implementing a lot of these ideas and practices immediately, so we could determine if they were even going to work.
One idea implemented recently is that someone from our support team will proactively reach out to each new customer after they sign up to welcome them. This will help ensure that the products customers have purchased are set up correctly, educate them on best practices, and walk them them through their account and pricing. Many times, when customers sign up they are not aware of the resources available to them, how to fully utilize the products that they have purchased and what they can expect to be included in their monthly bill. We want to make sure that our customers know that we are here for them for any support, guidance and troubleshooting.
Our support team is a tight knit group that is literally within arms reach of each other. We keep each other informed of ongoing support issues/resolutions and we help each other out as much a possible. We want our customers to know that when they are calling us for help that they are not calling a big call center where they are just a number and a issue. Personally, I feel this makes us stand out as a support team and if our customers know this they will know they signed up for the right service and support team.
Going forward, I’m sure we will come up with even more ideas for our new customer onboarding and we’ll tweak it to better server not just our new customers but our current customers as well. I’m looking forward to the future of our support team and please reach out if we can help!