Category: Customer Service
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Distinguishing Support, Customer Success, and Customer Onboarding
This article is a work in progress. I was sharing this with several people so I figured I might as well make it public. Customer Support, Customer Success, Customer Onboarding, and Customer Experience are often conflated terms. For one company, it’s the same thing. In another company, it’s different. I may use “Customer Success,” and…
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Support Tooling: Elev.io
One thing we know in life: you can’t do it on your own. That’s also true in Support. A fascinating tool we use is called Elevio. It’s self-service, built into our system. One problem we had—which many other companies have—is our knowledge base (training materials) is segregated from our website. So to find the answer,…
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Closing Remarks and Questions: Customer Support
What do I hope to achieve after writing all this? I hope that I’ll have a greater vision of Support. I hope to better understand the intricacies of Support, while still maintaining the overall goal and desire of what Support should and can achieve. Lastly, I hope that we fulfill our goals of truly serving our…
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What does Support look like in FinTech?
Part of me wants to argue it’s different, and another part wants to say it’s exactly the same: you’re helping the customer by getting out of their way to continue their journey to their destination. However, FinTech needs terrifically amazing and GREAT customer service. I’m not pandering: I mean it. Advisors teach their clients. We — people…
Jeff Beaumont 