Adapting to Change: Our Customer Experience Team Goes Virtual
Our Customer Success team at Cubic Interactive usually divides their time between visiting our clients to see how they are utilising our software, helping both existing and new clients overcome their business challenges through Rapport3 and Gekko, and creating a supportive, collaborative environment in the office.
Unfortunately, the current crisis has made it impossible for them to enjoy their usual daily face-to-face interactions, and means they - like most of the UK - are having to adjust how they continue to monitor and improve the experience of our customers.
Our entire Customer Success team is now working from home, available to all of our clients and anyone who gets in contact between 9-5.30pm Monday through Friday. To accommodate clients during this potentially turbulent time, including international clients, there is now also a member of staff available until 7:00pm Mon-Fri to answer any enquiries or questions.
They are keeping in touch with each other through video calls and our software; as our Customer Experience manager, Liam Booth, has highlighted on LinkedIn, showing the team using our Diary dashboard panel - still all smiles!:
Some of the queries our Customer Success team are dealing with have altered based on the current pandemic. For example, there have been increasingly more requests asking how to add different types of absence leave to the system, which our team has been quick to provide guidance on. Additionally, with most teams now spread out working remotely, staying in contact and working collaboratively has been more challenging than in the past. That is why our customer success team has been making clients aware of the Diary dashboard panel in Rapport3, which allows them to see when and where people are working. For our clients with operations spread internationally, in particular, this has been invaluable. As Liam has emphasised,
“Rapport3 customers, if you're needing a quick way for people to show that they are working from home/remotely, the phone list/diary dashboard panel is a great way for people to do this. I've put together a quick guide on this panel, and if needed we can make it into a full-screen tab for you. Just drop me a DM [on LinkedIn] or an email if you'd like the guide or want a chat! Our teams have been working remotely for a few days now and are on hand to respond to your tickets and emails. Stay safe and all the best from the team!”
Read Liam's blog about the guide here.
In between supporting our clients, our whole team has been spending some quality time with their loved ones - check out Liam’s and Daniel LoGiudice’s furry golden friends!
Ultimately, it is business as normal here at Cubic Interactive, and if you need any assistance our Customer Success team is on hand to solve any request. We’ve had some great responses so far, with Liam remarking,
“We've had a number of clients express how they've found having Rapport available to all staff in the Cloud fantastic over this period, being able to pull out information, and how quickly the support team have been able to add in new fields for them to store data in specifically relating to Covid-19.”
We’ve received reviews such as “I asked for priority to be upped (due to internal pressures) and as always, you’ve smashed it. Thank you!”
, as well as this response to an issue with an Expenses Claim Form, “My issue was reported and solved within minutes - brilliant!”.
Reviews like this are great to see. We are proud of our customer service as always, and our Customer Success team continues to be available to assist with any of your requirements. We hope you are all managing well with working from home, and keep an eye out for the exciting webinars we have coming up!
Upcoming Webinars
Cashflow Management
Hosted by: Daniel Logiudice & Sim Thirunesan
|| Date: Monday 27th April 2020 @ 13:30
Reports Overview
Hosted by: Danielle Cahill and Liam Booth
|| Date: Monday 11th May 2020 @ 13:30
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