Interview

by Nandini Sharma, the Assistant Marketing Manager at ProofHub, with Marcos Bravo, Content Specialist at Live Chat

Nandini Sharma is the Assistant Marketing Manager at ProofHub.  She brings unparalleled expertise in digital marketing through her years of experience in the field; especially when in the area of brand building, targeting a large audience and building strong connections with them. She interviews Marcos Bravo, the Content Specialist at Live Chat

INTERVIEW

What do you believe is the most important factor in building long-term client relationships? 

Knowing your customer well enough so you can understand the reasons they chose you and double down on nurturing those. And be where they are, when they need you, offer a true omnichannel experience.

What’s your strategy for identifying and achieving customer expectations, values, and desired outcomes?

Listen! and collect data, as much as you can. That way you can map the journey and identify problems before they occur, make sure your communication strategy shares the common values to generate honest engagement, and turn your customers into promoters.

What was the most difficult aspect of providing effective customer service in the previous year (during the pandemic)?

It didn’t change much from the customer side, maybe a slight increase, but the main thing was to take care of our team so we can keep delivering an excellent customer experience. Making sure they had all the tools and being in constant communication with them allowed us to maintain the level of service people know us for.

What tools and services did you use to make your customer service better?

We focused on making sure our own process was constantly improved and implementing features faster than before, we also assured that our partners had our back and us theirs, to keep delivering a good service. More than tools it was to streamline our own processes and products

Can you provide us with one piece of advice that will ensure a fantastic customer experience?

Not only train your team to understand your customer, but also give them the right tools and a tone of voice that they can rely on, that way they can seamlessly spread the experience around different channels and make the customer feel that they are talking to one strong brand.

How do you keep up with the latest developments and trends in your industry?

Instead of looking around to see what’s happening, we rely on listening to the needs of our customers and creating our own trends. A customer-centric approach to every step is a must.