Nicereply Blog

Slideshop is the #1 source for great presentations designs. They have over 15.000 powerpoint templates for direct download, and offers customized presentations. They are currently 20 persons on their team, half are designers specialized in PowerPoint. So, why they take care about customer support? The COO of Slideshop, Tobias Schelle has been kind to let us do a short interview about the customer service at Slideshop.

(+ funny story)

 

How big is your “helpdesk team” and how many customers do you have?

We are currently 4 persons on the helpdesk team, but expanding

 

What’s the main reason, you care about your customer support services?

We believe it’s the best way to make people come back and tell their friends about our service. But even without that, it’s just fulfilling to make people happy

 

What kind of metrics are you using to measure customer satisfaction and performance of your agents?

We use assistly as our helpdesk system, which perfectly integrates with nicereply. In assistly, we can measure the volume of incoming cases, and nicereply gives us metrics to see the quality of our responses.

 

Do you have any special motivation programs for your helpdesk agents?

We are running an internal competition based on the ratings from Nicereply, which is fun for everyone.

 

What’s the most important virtue a helpdesk agent must have?

To care. With that comes a great motivation to really understand what people are asking for and helping them solve the problem.

 

Do you have a funny story from your helpdesk that you would like to share with us? (We know that there’s a lot of them

Yes. We have a live chat on our website. A chat came from a customer who mentioned he bought a slide package with the wrong credit card and asked if we could refund the amount and make a new purchase with a different card. Since you can’t buy the same product twice, this wasn’t possible. I have been preaching the principle of exceeding expectations, so I thought this was a good chance to show the support team how. I took over the chat and suggested him that he could that we would do something else: We can refund the amount, and the you can go ahead and buy another slide package of your choice. The rest of the dialogue went like this:

 

Customer: “What? That doesn’t make sense. Then you are essentially giving me $100 for free.”

Agent: “Yes…why doesn’t it make sense?”

Customer: “If you give away your slide package, you want earn anything”

Agent: “Exactly but you’ll probably come back to Slideshop next time”

Customer: “That’s insane. Thank you so much. I will tell my friends about this”

 

This kind of experiences really makes your day.