Focus on customer success
Over the past 12 months dotdigital has focused on eliminating silos and improving the communication practices between teams and customers; in doing so, we’ve set the foundations for our customers’ success. We recognise the positive impact this initiative has had on our customers, who rely on the dotdigital Engagement Cloud platform to power their email marketing automation every day.
By listening to customers, understanding their dilemmas and innovating processes on a continuous basis, we can better their experience of our product and service offering. After all, customer success is about making people’s interaction with dotmailer as seamless and effortless as possible. This helps drive the best results for our customers.
Your support team
My team here at dotdigital is a core element of the customer success initiative. Dedicated to help our customers overcome any technical issues they might encounter when using the dotdigital Engagement Cloud platform, my team is on hand 24/5, across the globe.
Queries raised with the team can vary from simple feature-related questions to complicated technical issues that are business-critical. The former is easily handled by the account management and training departments, whereas the latter needs to be prioritized by my team. The breadth of technical knowledge among support team members is a real asset and helps us quickly identify each customer’s issue and provide them with a solution.
What’s more, with the right technology set-up in place, our customers can always reach us – be that over the phone, by raising a support ticket or through our successful livechat feature.
Live chat is now the go-to channel for support
The livechat functionality has transformed our support output, helping us quicken response times and resolve customer queries within five or ten minutes. It’s really assuring for customers, knowing that they’re just a couple of clicks away from one-to-one technical support.
However, chatting with a customer online is very different from talking with them over the phone. Therefore, it was important that we focused on our tone of voice to ensure it paired well with how we support customers on the telephone. By hiring the right people, we ensure that every interaction is as ‘human’ as possible, injecting their own personalities, showing empathy and understanding. By employing this level of care throughout the support process, we can continue to deliver a great customer experience.
Investing time and energy into this channel has helped it become a popular contact method for our customers when they need guidance; chat volumes have risen by 65% in the last year, for example. Moreover, now that we’ve multiple touch-points available, it’s become essential for us to communicate across channels; this ensures we provide a unified response and guarantees a seamless customer experience.
We’re a results-driven team
Results are very important for us in achieving the very best customer service. Our aim is to reassure customers that we’re there and ready to help and tracking results is a great way to monitor our performance. For every single query or issue raised – that’s 4,600 on average per month – my team is incentivized to provide a consistent service that is timely, friendly and helpful.
One delighted dotdigital customer provided their feedback:
“This was a really helpful call, achieved exactly what I needed and helped me understand both dotmailer and our CRM better. I thought your service was excellent”.
With an average answer time of 27 seconds, customers can trust that in no time they’ll be speaking with a support team member over the phone who’ll help them identify the issue at hand and provide a swift solution.
What does our team say?
Stephen Hardy, dotdigital Support –
What I enjoy most about my role in dotdigital’s support team is the element of problem solving and helping people get back on their feet. I love the fact that every day is different.
It’s interesting talking to different people because you start to recognize the contrasting angles to an issue, appreciating every point of view from marketers to developers. What’s more, we’re continually learning about our product’s improvements, how it’s being used across various industries and how it enhances customers’ processes. This broad exposure allows us to better understand situations and support customers effectively.
This role comes with a giant learning curve – complex issues are thought-provoking, require investigation and help me build my technical understanding; this allows me to better support customers in the future by identifying and resolving issues quickly. Another point to make is that our knowledge isn’t just limited to the platform, but extends to marketing best practice too. Customers like that our support is inclusive and really value our practical advice. We’re not just here to solve a problem, we’re also here to offer guidance.
Knowing how much our customers rely on the dotdigital Engagement Cloud platform, my overall aim as a support team member is to ensure its continuity and help users get the most out of it.
What do our customers say?
Results aside, what we value above all else is our customers’ feedback. This ultimately validates our customer service and helps us continually improve. Between 1,300 and 1,400 customers give us a rating each month, which helps us to consistently drive our first-class support service. While positive feedback that praises our support is the ultimate accolade, we always take constructive feedback on board. Month-on-month, we consistently achieve a 96% customer satisfaction rate which is exceptional – however, our focus remains on the 4%. This gives us an opportunity to make the support process ever better. By concentrating on this, we can work towards meeting our customer success objectives.
If you have any support queries, please:
- email firstname.lastname@example.org
- contact us by phone on 020 7183 8657
- catch us on our live chat in-app
If you have any questions about dotdigital’s support service, or any other queries, please contact your Account Manager.