![]() It would also mean that we’d be walking in with gaps in communication.” It would slow down our communication back to customers. He adds, “If we ripped out Front tomorrow, we would lose our ability to collaborate behind the scenes. Schwass says that the team has achieved net promoter scores of over 60 using Front. The increased speed and thoroughness of responses has resulted in higher customer satisfaction levels. ![]() We coordinate in Front and send a single response to the customer.” Improving net promoter scores through fast, complete solutions We don’t have people jumping into Slack or on Zoom. From our side, we reduce the coordination costs and time involved. Schwass says, “From a customer perspective, they simply send an email to Culture Amp, and they get an informed response that answers all their questions. Team members can simply tag colleagues directly within the draft. Whereas team members previously had to contact colleagues in Slack to get input on responses to customer inquiries, Front allows multiple team members to collaborate on a draft. Many customer messages involve multiple questions - strategic and technical. – Chris Schwass, Director of Customer Revenue Operations at Culture Amp Streamlining communication and improving the customer experience We’re now able to work behind the scenes to connect all the dots because of the efficiency we get out of Front. Schwass explains, “We’re now able to work behind the scenes to connect all the dots because of the efficiency we get out of Front.” ![]() Once the Culture Amp team started using Front, they were able to see the efficiency gains they were looking for and improve customer happiness in the process. Chris Schwass, Director of Customer Revenue Operations at Culture Amp, says, “One of the key reasons that we decided to move forward with Front is that we looked at the percentage of efficiency that we thought we could gain.” Solution Information important to customer communications lived separately in these various locations, so team members struggled to find what they needed to reply to inquiries in a timely manner. Challengeīefore implementing Front, Culture Amp used a combination of Slack, email, and their internal project management system and CRM to manage communications. One of Culture Amp’s major priorities is customer delight, and team members are tasked with getting customers the answers they need quickly. The platform helps customers transform culture increase diversity, equity, and inclusion and reduce employee turnover. Culture Amp is an employee experience platform that helps companies improve employee engagement, performance, and development. ![]()
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