Turning Customer Complaints to Customer Solutions

by Gooten Editorial Team on Oct. 30, 2020

Customer service is a crucial part of our business and any business at that. Join Marc Ray, Head of Customer Support at Gooten to hear updates on how we’re personally taking action to improve and standardize our policies to create an organizational culture that promotes and delivers excellent customer service.

Watch the full video below!

Key Takeaways

1. Gooten's Investment in Customer Experience in 2020

  • Bigger team. We went from a team of 10 to 30 and added dedicated technical teams and writers.
  • New platform. Introduced Zendesk, expanded white label support, and enabled education and support backed data.
  • Improved process. Removed order friction with improved support SLAs, added new feature self-service and updated policies.

2. How to best prep for holiday customer support

  • Set clear expectations
  • Be response ready
  • Encourage early orders
  • Review Gooten policies
  • Make quick decisions