It takes more than a great idea and some capital to get a business off the ground. Excellent customer service needs to be part of a company’s DNA from day one. At MatchBox Exchange, meeting customers’ satisfaction is paramount and, that’s why top-notch customer support has been an integral part of our success from the very beginning.
On the ball and ready to help, our team provides coverage across time zones and assists each customer with a smile. Here’s an insightful interview with our Head of Operations, Yogi Sharma and Operations and Customer Support in charge, Srishti Kalyankar.
WHY IS GOOD CUSTOMER SUPPORT IMPORTANT FOR ANY COMPANY?
In a company, the customer support team bridges the gap between the product and the customer. All of us have experienced bad customer service at one point or another. Good customer support is accessible and reliable. The customer must feel confident enough to ask questions and trust the team to provide satisfactory answers. A hands-on customer support team is necessary to build a loyal customer base and maintain the company’s reputation.
HOW DOES THE MATCHBOX EXCHANGE CUSTOMER SUPPORT WORK? WHAT MAKES IT DIFFERENT FROM ANY OTHER CUSTOMER SUPPORT TEAM?
Anytime we receive customer queries, we follow simple steps to resolve the issue on time by using all the resources available to us. We realise that customers connect with people and not with software. That’s why our team plays a vital role as it provides the human touch necessary to connect with customers.
The MatchBox Exchange customer support team is different from others because it’s based in-house. We have never outsourced our customer support from anywhere else. Each time a customer speaks to a team member, they talk to an expert who understands each aspect of the MatchBox Exchange digital platform. An in-house team has access to every department in the company and, it allows us to resolve customers’ problems faster.
ARE THERE ANY CHALLENGES YOU FACED ON THE JOB? HOW DID YOU OVERCOME THEM?
Every day is a challenge! … But in a good way. We work in an industry that is dynamic and continuously changing. We need to provide quick answers and, any delay could cost the customer hundreds of dollars. Thankfully the training the company offers, allow us to tackle any situation and build strong relationships with each customer.
HOW HAVE YOU MANAGED TO STAY ON TOP OF THINGS CONSIDERING MATCHBOX EXCHANGE HAS GROWN SO FAST?
Because of the collaborative culture nurtured at the company, the management team always keeps us looped in on plans concerning market expansion and growth. Staying informed in this way helps us prepare for the near future by hiring the right talent at the right time.
HOW IMPORTANT IS IT FOR YOU TO KEEP IN TOUCH WITH OTHER PARTS OF THE BUSINESS?
To deliver efficiently, we need to work in sync with other parts of the business, especially sales and tech. Much like the sales team, we deal with customers directly and can understand their requirements first-hand. A good example of collaboration between departments is when we receive feedback from a customer, we pass it on to the tech team and, they develop a new feature or make an update that serves our users better.
WHAT DID 2021 TEACH YOU?
We learnt that our priority is to provide immediate assistance. 2021 taught us that we need to be on our toes and answer queries as quickly and effectively as possible.
ANY PLANS FOR 2022?
Going into 2022, we are confident that nothing is impossible! We are ready to provide our customer support services in more countries. We plan to improve efficiency and provide quicker responses than we already do. It would also be nice to see more members in the team as MatchBox Exchange continues to expand in new markets.
MatchBox Exchange customer support is always there to help customers in need. So, please feel free to reach out to our team at firstname.lastname@example.org