Replies posted by Ishan
Community Spotlight: AMA with Freshservice MVP, Keefe Andrews, Director of IT, SpawGlassAsk Me Anything
Hey @keefe.andrews. My question for you What’s something you enjoy about the work you do? Curious to know Thanks for taking time in doing this. Two of the most enjoyable parts of my job are: Developing new IT team members. At SpawGlass, we don’t just build buildings, we also build people. Over half of my team started their IT career at SpawGlass, and we invest in them and provide plenty of training and support so they can be successful in their roles. It is very gratifying to see how the experience of my team grows each quarter. Watching the “aha IT moments”. Part of the joy of working in IT is delivering solutions that makes our team members work hours better. When we can introduce a process or technology that reduces waste or show someone how to take a 30 minute task and turn it into a 3 minute one, it is very gratifying to see the satisfaction on their face. Optimizing processes and workflows is key! At Spawglass, how often do you carry out such activities
A1: In my opinion it is going to be shrinking the gap between employee experience and user experience. It is one thing to take industry leading platforms and make them available to your employees. But those technologies need to be easy to use and adopt into your organization. And then from there they should unite the employee and customer in a unified approach to solving problems. And this being all the more important in a hybrid model?
Here’s something I’d like to know more about - if surveys are not the best option, what are some other ways to monitor and keep track of customer satisfaction? Preferably less expensive use cases. Hi Ishan. All said, survey is the most convenient method of feedback collection. However, survey by itself self tells little. Often customer responses follow the inverse bell curve, peaking at both extremes of the axis and dipping in the middle. It means most CSAT metrics and NPS scores are biased by those on the extremes: the delighted and angry. CX experts and practitioners agree that it is is best to support survey with follow up questions/interviews to corroborate a customer’s responses. As an alternative to surveys (or as a supplement), forward looking companies at looking at real-time monitoring and predictive analytics tools. These are tools that, put simply, pay attention to a customer’s observable activities like interactions with product, conversations with support, an
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