This is what 6-Star ⭐️⭐️⭐️⭐️⭐️⭐️ customer support looks like.

I wish more companies would stop the theatre of service,

  • cut through their rigid, unhelpful process and
  • not implement their internal perception of what they think good service is

and solve the customer problem fast.

The dreaded chat support popup

Yesterday I had an issue creating a complex automation in Pipedrive and pinged the chat window expecting the following:

Hi, I need help with xxxx

(Agent) hi!

Hi

(Agent) hi can we start with your name?

Me 🤔: ‘you know who I am. I typed it in when I started the chat and besides, I’m in your chat window using your service and I’ve authenticated by logging myself in’

….

(Agent) what can I help you with today 😀😀

Me 🤔 : READ.THE.CHAT.SUBJECT.YOU.ASKED.ME.WHEN.I.OPENED.THE.WINDOW!!

….

(Agent) here’s 3 links to a few 500 word articles. Go hunt for the answer yourself again.

Me 🤔: AAAAAARRRGGGH

(Agent) anything else I can help you with today? Remember to rate me 😊😘😍

This is what great looks like — enter Pipedrive support

  1. Open chat window
  2. Type in my request for help
  3. Agent greets me by name, has my account open and confirms my question with a proposed solution immediately.
  4. Agent asks me to hold on for 2 minutes while she records a short personalised video showing me how to solve my specific request.

And done!

That’s 6 star customer support. Nothing fancy, no endless back and forth, just solve the problem and get me back to work.

This says to me as the customer that the company respects my time. They want to solve my problem. The agents are empowered to fix my issue the best way possible, without it being overcomplicated and rigid.

This results in an increase in my loyalty and more importantly in these days of fake, theatre driven everything — increased trust in the brand.

How do you serve your customers online?

If you see the online channel as a way to reduce call-centre headcount and get customers to do your work for you, you’re doing it wrong. Customers have no loyalty for a reason. It’s a two-way relationship like most quality relationships in life and built on trust.

Treat your customers with respect across all channels and they will stick with you.

Well done Pipedrive and thank you.

CEO / Founder at Exponentially. Working to help innovators build The Right It using Pretotyping. 4 startups, 2 sold, 2 lessons. Love Tech. Board Member.

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