The Genius in Customer Support with Petya Sotirova

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Photo by Alexander Andrews on Unsplash

What does customer service mean to you and how did you decide to follow that career path?

Today I’m glad I chose customer support. To me, this role is what bridges the gap between the software products we build (which, let’s face it, are never perfect), and the actual pain-points our users have and need to be solved. I am also extremely fortunate to have started my career in a company with solid support practices and amazing mentors to learn from.

How do you know if your customer support efforts are actually working? How do you measure that? What kind of tools do you use?

I believe that the only way to know if you are moving in the right direction towards the goals you are trying to achieve is to have metrics in place. Ours are extremely serious about the customer satisfaction — from the overall support experience and from the helpfulness of each provided response — and the efficiency of our self-service resources in solving issues for our customers even before they contact assisted support. Both are measured by surveying our users.

In your opinion, what is the difference between good customer support and great customer support?

What makes for an exceptional experience is your company’s ability to connect to your customers on a human level. The magic happens when you take the time to listen to what the person has to say, rather than try and jump with a solution. There’s no way to know what you will learn — it might be a product idea, an insight that can never be born within the walls of the company or a cool bar recommendation.

In your experience what are the most common customer support mistakes that companies make?

If you had to pick only one thing that your support team is doing exceptionally well what would that be?

What are some of the support software that you have used and found to be really useful for your company?

What emerging trends do you foresee in customer support which companies should adopt in the future?

Companies are starting to realize the amount and quality of information that sits in their support departments. I believe more businesses will start using these conversations and insights as an opportunity for growth.

How do you keep up with the latest news/trends in Customer Support? What sources do you read and follow?

What’s a good or funny story that you’d like to share?

✏️Content Writer | 😍 Marketing Obsessor | 🐶 Dog lover

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