A Day In the Life…
Have you ever wondered what a “Day in the Life of Customer Support” was like at a software company? Sometimes it’s a thankless job – but sometimes, it’s so freaking worth it. Especially when your customers show their appreciation with a little shout-out like you’ll see below.
“I must say, E-Closing has the absolute best customer service that I have ever dealt with. Everyone that I have interacted with so far has just been great. Very communitive and super helpful. I am so excited for the future of our office and how much E-Closing is going to help with productivity and simplifying our processes.”
When a customer reaches out to our Support Team with a question or an issue, we try to be over-the-top-friendly. It mostly goes unnoticed but that’s OK. We know they’re just looking for a quick solution to the problem at hand. And we can appreciate the stress of dealing with high volume while migrating to a new software and not being a software expert. Our purpose is to navigate them back to a great customer experience and a better, more productive day.
“I love it! I am so happy to be back on E-Closing. LOL.”
Our day at E-Closing starts with logging into our laptops and booting up for the day. The first thing we do is open our emails to make sure we’re briefed on all updates and changes for the day. Next, we open our Dashboard and answer emails from clients with software issues. This all happens before we open for business. Once 8 o’clock rolls around, we are on phones and ready to spring into action to find answers and solutions for our customers.
“To all the supervisors, managers and anybody – I love how your Support Team stays calm while I’m frantic and panicking. I wish that I could take you all out for coffee as a sincere thank you for all that support does.”
The mornings tend to start off slow, but like clockwork, things pick up around 9:30 a.m.. Calls can range from login issues, escrow issues, balancing issues, and even documenting issues. Our job is to help solve the customer’s problem in a professional and timely manner. We also like to share any tips or tricks we can foresee them having in the future. Our goal is to empower customers to use the software with such a cadence that they can almost see and feel the harmony in the way the software helps their process flow – almost like it was developed just for them.
“No, this is not a complaint. Rather, it is my first email of recommendation for E-Closing. While your whole staff has been remarkably professional to our group of companies, today your Support Team displayed a certain calm, efficient professionalism beyond way beyond. They managed to take a stressful issue and resolve it for me.”
On average, each Customer Support Agent answers approximately 25 calls per day and handles about 7 to10 email tickets. I love and appreciate that leadership hired enough of us that we can spend as much time on each call as we need, without feeling the pressure to jump off and help the next person in line. The wait time – if any – in our phone queue is typically under two minutes. I think that, combined with the fact that our customers get friendly, knowledgeable service from folks based in our headquarters in New Hampshire, gives them peace of mind when calling our Support Team.
“I am an E-Closing user until the day that I die, and I am completely ecstatic with your program! You are amazing.”
We work in Customer Support because we love helping our customers and want them to have a great experience using E-Closing. That’s not to say our job is without its challenges. There are times when customers take out their frustrations on the Support Team. It’s hard when it happens, especially back-to-back, but I don’t take it personally. If we do our jobs right, we let the customer vent. Then, through our questions, they know we’re listening and empathize with what they’re going through. Once they know we care, we help them learn the software just a little bit better than they did before they called in. What’s great about E-Closing is that our team is built for those interactions and everyone handles them with incredible professionalism. I wouldn’t want to work for anyone else, and I love knowing I’m making a difference every day.
By Collin Justin, E-Closing Customer Support
From E-Closing Team: These quotes/kudos from clients have all been received within 2 weeks of writing this blog. As much as we love to celebrate new revenue, we love celebrating happy clients even more. We hope you enjoyed our “Day in the Life of Support” along with some comments from our customers!