Throughout my career, I’ve always had an empathetic ear for customers – whether it was my early days as a field engineer, in product management, product marketing, as COO or operating as a customer success resource. Good companies build good products, but great companies listen, iterate and assist their customers with quick product enhancement wins and a “white glove” onboarding & support experience. This is what I love about the entire Wickr team – notably the front-liners.
Wickr’s Onboarding Process
AWS Wickr is a secure, end-to-end encrypted collaboration tool that we offer as a SaaS solution and an option for self-hosted deployments. When we onboard customers, we take full advantage of the features we offer, including setting up customer Feedback & Support Rooms inside the application.
Because the world has become accustomed to immediate, always-on messaging plus the nature of expiring messages, it requires us to manage and monitor a huge number of customer rooms during the initial onboarding phase and through the maturation of customer adoption and rollout. I can attest that while we publish our Service Level Agreements to our enterprise customers, we beat those SLAs by a factor of 8x-10x.
Customer Communication Is Key
We want and love to hear from our customers, whether it’s a feature request or a bug that’s getting in the way — no task is too big or too small. We rely heavily on our first line support organization to provide an immediate response, problem tracking, problem resolution and escalation.
Every Wickr employee knows the importance of customer satisfaction and happiness. Everyone on the Wickr team, from developers to product people, goes the extra mile to resolve issues that our customers face. We have a “One Team” concept and it shows. We’re not always perfect, but we strive to be.
Why Customer Happiness Is Our Priority
I’m always reading and researching other company statistics when it comes to how great customer service equals customer retention. Here are a few numbers that help us justify our “customer-first” service approach.
- 82% of consumers in the United States said they stopped doing business with a company due to a poor customer experience.
- Companies lose 71% of consumers due to poor customer service.
- 68% of customers stop doing business with companies because they perceive those companies to be indifferent to their needs.
- 60-70% of customers will do business with a company again if it deals with a customer service issue fairly, even if the result is not in the customer’s favor.
- 47% of customers would take their business to a competitor within a day of experiencing poor customer service.
Not to blow the Wickr horn, but I can honestly say we have not experienced any churn due to unsatisfactory Customer Service or Support — in fact, a high number of our customers tell us they seldom get the amount of attention we provide them from other providers.
As I mentioned earlier, we may not be perfect, but we are very maniacal about customer happiness.