Community Highlight #3 - Vincent Cheney

Hi Community users!

There are some awesome support agents and marketers among us. We thought it would be great to get to know them better :heart_eyes: :heart_eyes:!

Every month we carry out a short, but meaty interview with one of the most active Community contributors. We talk about the best customer service practices but not only…

This month we have talked with @vince.c

1. Can you tell us about the company you work for and the area you specialize in?

I work for codeREADr. It’s a smart barcode reading platform targeted towards enterprise businesses. We offer a variety of solutions for attendance tracking, access control, inventory, and much, much more! I’m a support agent but am more chiefly part of the sales and marketing team here. Since our platform is open and allows free registry, many of our support chats are crucial for conversions.

2. What’s the biggest challenge at work for you?

Juggling so many tasks. There will be times where I’ve got a meeting coming up as I’m finishing a conference call while simultaneously chatting with 2-3 clients, all with unique needs. I’ve learned to love the frantic pace of the workday when it gets to that point, though.

3. Why LiveChat? What do you use it for in your company?

LiveChat is really important for the kind of customer experience our clients look for. As an agent, I have to be able to guide a client from the very beginning, from just interest in the product to help with setting up their account, configuring the platform and application for their needs, and any other technical issue they might come upon. LiveChat is an integral part of my company’s toolkit, and it would be hard to offer our full support without it.

4. How do you motivate your support agents in your company?

We like to casually review our chats with each other. Sometimes a good rating can feel incredibly special and you just need to share the comment that someone left you. It’s also a good way to recommend different chat strategies with your coworkers or learn more about our own platform.

5. How do you measure your success as a customer service rep?

At the end of the day, it’s hard to have a definitive metric for that kind of success. Sometimes, no matter how hard you try, the client won’t understand the product, or won’t be able to properly use the solution. I’m personally very fulfilled by the kind clients. Weekly, there are customers who compliment us just on how comprehensive we’re willing to be.

6. How do you advertise your services and get new clients? What’s the most successful channel in your case?

We get a lot of our inbound traffic just from SEO. We have tons of material written up on our website, from blog posts to knowledge base articles. We rank high for a lot of solutions that would otherwise have nowhere else to turn to. Some people come to our website after having already downloaded our application from one of the app stores, though.

7. If you had to tell one piece of advice to a person who starts their adventure as a customer service agent, what would it be?

Some people are going to treat you like a robot, and that’s okay. It usually means you’re so good at your job that they couldn’t believe a human responds that quickly!