The organization not only collects data to help make these key observations, but they embed it into their ticket management tool making it accessible to the support agents.
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Today in tech, data is plentiful. Companies and products are gathering information constantly. Customer Relationship Management (CRM), Customer Success, and Case Management tools have become business-critical metadata containers for every type of company, and Voice of Customer feedback is starting to take on a more prominent role in product decisions. But data alone is not what is valuable; a company needs to invest time and effort into making the data accessible, analyzing it, and actioning it to drive business outcomes.
Monday.com is a work operating system that allows you to access data from a variety of tools and use it to manage different workflows, projects, resource allocations, and reporting. Having all of this in one place will help your business make better decisions. For a company like this, it only makes sense that data is seen as critical to its customers’ success.
In Conversation with Tom Ronen, Head of Customer Success at Monday.com
Tom Ronen, Head of Customer Success at Monday.com, has witnessed the incredible growth of the company over the past few years. He is tasked with finding ways to maintain high-quality service as the company scaled.
Having spent significant time analyzing both qualitative and quantitative metrics, he started to make meaningful changes to process, policy, and product. One pattern was that the customers’ response expectations being met, or not met, were found to be a notable factor in the way his support organization was perceived.
This observation led to a change in how tickets were prioritized. Instead of traditional definitions of priorities which are typically set by the company’s perception of impact, Monday.com started asking customers: “Do you want our regular awesome support, or do you want us to stop everything and answer you?“ Reframing priorities in this way lead to more clarity on what the customer anticipated, and allowed support to achieve or exceed that expectation.
The organization not only collects data to help make these key observations, but they embed it into their ticket management tool making it accessible to the support agents. This approach allows them to make better case handling decisions by having more context about the customers’ case history, on-going issues or escalations, etc.
In our conversation, Tom outlines how these programs and others have helped them to reduce average handle time, increased customer engagement with their customer experience team, and close more renewals and trial conversions.