202110 Jun
Transition from Customer Support to Customer Experience with Grindr
Type
General News
Companies
Source
Nicereply
Summary

Alice Hunsberger, Senior Director of Customer Experience at Grindr, recently addressed these differences with her team. She asked herself: How do we change things in the product and support systems to improve self-service and reduce customer effort? In Conversation with Alice Hunsberger, Senior Director of Customer Experience at Grindr Her approach was to take the insights from things like tickets and customer knowledge base searches and add value by turning them into actionable items that will make Grindr’s products and services better. Tying these human elements and impacts to the features and usability of your product can help strengthen the connection all departments have between their work output and the customer experience. Her view is that Support and Experience are uniquely qualified and able to provide these insights because of their constant customer conversations.

Classifications
  • Research & Survey Analysis
  • Point of Sale (POS)
  • Retail
  • Sales and Marketing
  • Customer Service & Support