Response Time: Vol. 43
Очередной выпуск рубрики «Response Time» от Intercom — интервью с Lauren Gilbert, старшим менеджером по работе с клиентами (Senior Customer Happiness Manager) в компании Memberful, которая помогает независимым издателям, преподавателям и авторам продавать подписки своей аудитории и строить устойчивый бизнес. Главный урок её работы в поддержке — сохранять спокойствие и не делать поспешных выводов: тщательное расследование проблемы часто показывает, что всё не так плохо, как кажется, и укрепляет доверие клиентов. Суть отличного сервиса она описывает тремя словами: оперативно, по-человечески, понятно. Lauren считает, что человеческая поддержка незаменима там, где важны эмпатия, креативность и тонкое понимание ситуации, а её лучший совет по продуктивности — работать в согласии со своими биоритмами. Лучший отзыв клиента: «Поддержка Memberful — это то, какой ты хочешь видеть всю клиентскую поддержку, но почти никогда не находишь. Быстрая, надёжная и всегда крайне полезная».
You satisfy your customers, but can you satisfy our curiosity?
With Lauren Gilbert, Senior Customer Happiness Manager at Memberful.
Please tell us a little bit about your company and what you do there.
I am the Senior Customer Happiness Manager at Memberful. We help independent publishers, educators, and creators sell memberships to their audience and build sustainable businesses.
What’s the most valuable thing that working in customer service has taught you?
One of the most valuable lessons I’ve learned from working in customer service is the importance of staying calm and not jumping to conclusions. It’s easy to react immediately when faced with a problem, but I’ve found that taking a step back to investigate thoroughly often reveals that things aren’t as broken as they seem.
Doing your due diligence before acting not only leads to better solutions, but also helps build trust with customers because they appreciate you taking the time to truly understand the issue instead of rushing to a quick (and sometimes incorrect) fix.
Describe the essence of great customer service using only three words.
Prompt. Personable. Clear.
What can you do that a bot will never be able to replicate?
Human support shines in areas where empathy, creativity, and nuanced understanding are key.
What’s the most embarrassing thing you’ve ever said/done to a customer?
I was jumping into a chat that was started by one of my teammates, and wrote, “Lauren, humping in!” instead of “jumping in!” (The “J” and “H” are side-by-side on the keyboard.)
What’s your greatest productivity hack?
Work with your natural tendencies! If you’re a morning person, get your most brain-taxing tasks done in the morning and do the easiest tasks in the afternoon.
What book are you reading at the moment?
Hyperbole and a Half by Allie Brosh.
What’s the best thing a customer has ever said to you?
“Memberful customer service is what you wish all customer service was, but you rarely find. Fast, reliable, and always extremely helpful.”
Conversation closed… for now 😏