DEV Community

Cover image for Woovi's Customer Success Team: Providing Seamless Support to Customers
Danilo Assis for Woovi

Posted on

Woovi's Customer Success Team: Providing Seamless Support to Customers

At Woovi, we take customer support seriously, and we strive to provide the best possible service to our clients. Our customer success team works tirelessly to ensure that our clients receive the support they need whenever they need it. In this blog post, we'll take a closer look at how our customer success team operates and the tools and processes we use to provide seamless support to our customers.

Real-time Chatting with Crisp

Print of platform home with crisp chat window opened
One of the ways we provide support to our clients is through real-time chatting with Crisp. This platform allows our clients to chat with our customer success team in real-time, providing them with instant support whenever they need it. Our team is always available to answer any questions and provide assistance, ensuring that our clients receive the best possible service.

Online Calendar Integration for Support Calls

Print of platform with calendly integration modal opened
We understand that sometimes our clients need more than just real-time chatting, and that's why we've integrated an online calendar into our support system. This integration allows our clients to schedule support calls at any time, making it easier for them to receive support when they need it most. We value our clients' time, and this feature helps us to provide the most efficient support possible.

Public and Internal Documentations

Developers documentation home page print
At Woovi, we understand the importance of clear and concise documentation. That's why we've created public documentation for helpr, public documentation for developers, and internal documentation for our team members. These documents help our clients and team members understand our platform better, making it easier for them to use it and provide the best possible service to our clients.

Image description

Call Handling for OpenPix/Woovi Customers
By last, a few topics as tips for our internal team while supporting a customer by chat or call:

  • start with the problem: what is the customer's use case, what problem is he facing
  • indicate the best solution: with a clear use case, indicate the best scenario for solving the problem for the customer. Often the client does not know what he really wants to do. It is not clear to him what he wants to solve
  • one person at a time: one person speaking at a time. Avoid running over the colleague's turn during the call so as not to make the experience confusing for the customer
  • examples of how to solve: transmit the screen, show the documentation, the platform, clearly explain how the customer arrives at the solution
  • improve documentation: after a call always improve all possible documentation. whether external or internal, you can always learn something new after a call with a client
  • escalate the problem: if it is not possible to solve it at that moment, escalate it to the possible person who can solve it

Integrators and Partners

During calls in which a Woovi client is intermediate by a partner/integrator, we need to pay attention to a few points:

  • avoid putting the customer against the integrator: always delegate the call so that the integrator is an arm of Woovi
  • make it clear that the problem will be solved in partnership
  • frictions can occur, always resolve calmly, find the way
  • closing the call always send an email confirming what was said in the call
  • closing the call, send an email asking the customer/integrator/partner to exemplify his use case

If you want to work in a startup in its early stages, This is your chance. Apply today!

Woovi is a Startup that enables shoppers to pay as they please. To make this possible, Woovi provides instant payment solutions for merchants to accept orders.

Photo by Petr Macháček na Unsplash

Top comments (0)