In today's start-up landscape it is the "Customer experience" that differentiates one service from the other. And, one cannot hope to create superior customer experience by just offering a price lesser than that of the competitor or by packing the service with more features. What matters is the ability to offer a memorable experience both in terms of the product and support. In short, the ability to offer consistent experience across the board at all times.
Of-course, none of this is new. Especially with reference to Customer Service, we have evolved to a point where we no longer consider Support an overhead or bug reports from our users as just another ticket to be closed. We definitely revel in the opportunity to engage in a conversation with our customers to understand them better. And in-turn solve their needs better.
But the question is how good are we at it. We at SupportBee believe there is immense scope for betterment which can be achieved through experience/ knowledge sharing. And that is exactly what we hope to achieve through this blog - publish interviews with people in the industry about their unique experiences from which the community can learn.
As first in the series we are covering our conversation with Valerie Liberty. Valerie is the COO Wow division of Balsamiq. Started in June 2008, Balsamiq Mockups help software designers and developers build great software by letting them easily sketch out their ideas, then quickly collaborate and iterate over them. Balsamiq Mockups has netted over $2,000,000 in sales in first 18 months of business and is gathering rave reviews. In Balsamiq, Valerie handles everything from presales, support, invoice and payment tracking. With customers from over 56 countries she is definitely doing a superhuman job and it was a great pleasure talking to her.
Watch out for the interview next week!