Keeping Users Happy: a Customer Success Interview
September 30, 2021
Track-POD is a team of professionals making award-winning products and assisting logistics operations on a daily basis. You've met some of the Track-POD development team via an interview with our app developer Ilya. This is a brief introduction to the Track-POD customer success people via an interview with customer support specialist Stan Palyukhovich.
How long have you been in customer support?
I've been working in IT support for more than 5 years now. Since last year I am delighted to be a part of the Track-POD team.
What is customer success to you?
Let me share my perspective as a support specialist, it consists of 3 points.
- The app solves the customers' pain points, but the interface remains intuitive and easy to use.
- The support team is responsive and helpful and able to assist should issues arise.
- The developer team takes the feedback they receive from their support team (ultimately it's the clients' feedback) into account and incorporates it into the roadmap when developing new features and improving the app.
Without hesitation, I can say that Track-POD has all the puzzle pieces to achieve customer success.
Track-POD reviews on TrustPilot
Describe your average workday in 5 words or less.
Tickets, tickets, tickets, tickets, tickets.
What is the most frequently asked user question you get?
There are heaps of improvements requests. All of them are noted with love in our backlog. The most requested features are implemented in our app.
What has been your biggest learning working with Track-POD clients?
I've learned that "delivery" is actually quite a delicate and complex process. Our clients require sophisticated solutions for their delivery management, and we work hard to provide them.
What is one thing about Track-POD you wish more people knew about?
It's amazing to see our client's businesses are growing exponentially with the help of Track-POD. I believe this is the most important indicator of success. We work hard to implement features that make our clients' life easier. Our clients know that the Track-POD's support is always by their side :)