Response Time: Vol. 11

You satisfy your customers, but can you satisfy our curiosity?

With Kinga Superson, Customer Support Team Lead at Growbots.

Please tell us a little bit about your company and what you do there.

Growbots is a sales automation platform that helps companies generate leads and automate their outbound sales process. It uses AI technology to identify and reach out to potential customers, increasing sales efficiency and productivity. I am a Customer Support Team Lead, and I’m responsible for delivering the best support to our customers.

“Working in customer service has taught me the value of patience and resilience”

Which celebrity would be really great at your job, and why?

Dwayne “The Rock” Johnson. The Rock would be a fantastic fit for my job because of his strong work ethic and dedication. He’s known for his motivational and inspiring personality, which would bring a positive energy to the team. With his ability to handle challenges head-on, he would be adept at finding solutions and providing exceptional support to customers.

What’s the most valuable thing that working in customer service has taught you?

Working in customer service has taught me the value of patience and resilience. Dealing with a variety of customer inquiries and concerns, I’ve encountered situations where finding a resolution can take time and effort. It has taught me the importance of staying patient and composed, even in challenging circumstances. By remaining resilient, I can maintain a positive attitude and persist in finding solutions, ensuring customer satisfaction and building trust.

What’s your greatest productivity hack?

One of my greatest productivity hacks is utilizing digital tools like Todoist for task management. By capturing every idea or task that comes to mind in Todoist, I free up mental space and alleviate the burden of remembering every little thing. This allows me to focus more effectively on the task at hand. Additionally, using Todoist helps me prioritize my workload by enabling me to review and assess each task’s urgency and importance, ensuring that I allocate my time and energy efficiently.

What gif best describes your mental state right now?

What’s the best customer service you’ve ever experienced?

One of my best customer service experiences was with a Survicate agent via live chat. The service was a 10/10, with quick responses, enthusiastic tone, probing questions, and a suggested solution. It felt effortless and delightful, making me happy to create additional tickets in the future instead of feeling frustrated. Even though not all of my requests with Survicate were solved exactly as I needed, the support experience remained the best I’ve encountered.

What’s the worst customer service you’ve ever experienced?

The worst customer service I encountered was also in a live chat support setting provided by a well-known tool. Throughout the interaction, I found myself taking the lead, asking probing questions, and attempting to figure out a solution to my problem while the agent was not engaged and replied with irrelevant saved replies, ending each of them with “Hope it helps.” After a few frustrating days, feeling exhausted and without a resolution, I decided to give up. I expressed my disappointment in the conversation (without a follow-up) and in the NPS survey.

To my surprise, I received a message inquiring about my low score and what they could do to help. The fact that they reached out to dissatisfied customers was positive, but it was evident they didn’t check the interaction history, which added to my frustration.

Which movie robot would you choose as your AI sidekick and why?

WALL-E would be my AI sidekick of choice. This adorable and curious robot possesses a unique blend of innocence, determination, and environmental consciousness. With its knack for collecting and sorting items, WALL-E would help me stay organized and efficient. Moreover, its endearing personality and ability to find beauty in simplicity would bring a sense of joy and inspiration to our adventures together.

What’s the strangest thing a customer has asked you?

One of the strangest things a customer has asked me was when they requested assistance in choosing lingerie for their pet. While it initially caught me off guard, I politely explained that our products were intended for human use only and redirected them to a pet-specific store. It was certainly an unexpected and amusing encounter.

What can you do that a bot will never be able to replicate?

What sets humans apart from bots is our emotional intelligence and ability to empathize. While bots can provide scripted responses and follow predefined algorithms, they lack the depth of emotional understanding that comes naturally to humans. Humans can pick up on subtle cues, understand underlying emotions, and respond with genuine empathy and compassion. This human touch is essential in certain situations, especially when dealing with complex emotions, sensitive issues, or providing comfort and support to customers.

What do you doodle when you’re on video calls?

I don’t doodle during video calls. As someone who works remotely and doesn’t have many face-to-face interactions with colleagues, I cherish every opportunity to see their faces. So during video calls, my focus remains on the conversation and connecting with my team members rather than doodling. 😊

“By setting boundaries, practicing self-care, and seeking support from colleagues, we can deliver sustained, heartfelt, and compassionate service”

What’s the one piece of advice you would give to your peers in the customer service industry?

One important piece of advice for my fellow customer service professionals is to prioritize self-care and be mindful of empathy fatigue. By setting boundaries, practicing self-care, and seeking support from colleagues, we can deliver sustained, heartfelt, and compassionate service. Remember, when we take care of ourselves, we elevate our ability to make a positive impact on the lives of our customers.

What book are you reading at the moment?

Radical Candor by Kim Scott.

What’s the best thing a customer has ever said to you?

One of the best moments was when a customer expressed surprise and appreciation for the exceptional quality of my live chat support. Since she couldn’t rate the conversation, she made an effort and insisted on passing her feedback directly to my manager. It made me feel appreciated, and that’s when I realized the importance of having more authentic and raw conversations that create deeper customer connections instead of formal and distant exchanges.

Where do you get your support leadership news?

Jason Fried from HEY World, Gainsight newsletter, HelpScout newsletter.

What words make your skin crawl?

“Ping.”

How would you explain your job to an alien?

In my role as a Customer Support Team Lead, my main focus is on supporting and empowering my team. I provide feedback and guidance to help them excel in their roles. I also ensure a smooth and positive work environment, removing any obstacles that may hinder their day-to-day operations. By fostering a happy and smooth workflow, I ensure the overall success and satisfaction of both my team and our customers.

“There is vast potential for growth and the opportunity to build a long-term career in various areas of expertise within customer service”

What’s your most used emoji in customer chats?

😊

Do you identify more with the title “customer support,” customer service,” “customer success,” or “customer experience,” and why?

I identify more with the title “customer experience” because my role extends beyond traditional customer support or service. While my team does provide support to customers with their daily struggles, our focus is on ensuring their overall experience is exceptional. We take a proactive approach, advising and guiding customers to ensure their success with our product.

Additionally, we go the extra mile by actively listening to their feedback, advocating for improvements, and ensuring seamless communication across all channels. By prioritizing the holistic customer experience, we aim to create a positive and impactful journey for our customers.

What do you wish people knew about working in customer service?

One thing I wish people knew about working in customer service is how truly rewarding and multifaceted it can be. While many may view it as a temporary job, there is vast potential for growth and the opportunity to build a long-term career in various areas of expertise within customer service. There are specialized roles in areas such as back-office tasks, process optimization, creating macros, curating knowledge bases, troubleshooting, and maintaining the quality of communication. These diverse areas allow professionals to grow, learn, and contribute to the success of both customers and the organization in various capacities.

Conversation closed… for now 😏