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Eyal Avital has joined his place on the Customer Happiness team here at six years old. He is passionate about helping others as well as food and travel as well as finding creatives solutions to customer challenges. We can learn more about him!
Let us know more about you: your background, your hobbies, and your career
I'm a big fan of Mr Rogers and I've always wanted any way that I could help others. This led me to twenty years in customer support, where I can provide assistance, assist with troubleshooting, and cheer on our customers!
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Eyal loves searching for the best restaurants
After a suggestion from a friend to find it, I did the place, and six years later I have never looked back. When I'm not helping customers and assisting them with their needs, I'm either seeking out the latest hidden jewel or planning my next trip with the family, drinking a cup of coffee on one side, and a snack on the other.
What do your job duties in the company you work at?
Everyday is an exciting, fresh adventure! I get to answer our customers across the globe, and assist them with the issues they face. It doesn't matter if it's explaining our membership features or untangling the complexities of a problem, I'm glad to be here and make their lives easier.
unwinding from a hectic day serving customers
With AI becoming a growing technology for communication, I concentrate on keeping our human supporter in place, creating genuine connections, proactively pursuing the needs of their clients, and making sure everybody is supported, well-informed and determined to be successful.
Do you remember the most memorable interaction you had with our (potential) customers - the issue or problem they faced and how you solved it.
A customer wanted to offer an offer to its members does not exist out of the box. Instead of telling them "no," (we do our best not to) I found a creative solution using our API.
The solution they chose was tailored to their needs and worked perfectly! The team was all delighted with the outcome, turning the challenge into an opportunity.
In your opinion, what is it that makes a good membership company?
It is my belief that keeping members engaged is the key to building a thriving subscription business. If creators truly engage with their subscribers and their members, it's not just a monetary transaction--it's making a place where people feel they are part of something.
WmSVh8aTiaNTPDIQQLcI Some of Eyal's foodie favorites
In an era of chaos connectedness can provide happiness, security, and a reason for members to stick around.
What lessons have you picked up from your experience ?
I've learned that effective communication is key in customer support, whether it's in person or via the internet. While online support may seem easier, choosing the wrong tone or using unclear wording can quickly result in customer discontent.
It's the reason our PREACH communication model (Proud responsible, Responsible empathic, articulate, Concise Human) is vital when it comes to helping any customer.
Eyal on another adventure
I am truly grateful for working with my support team, as everyone embodies these qualities in their interactions with customers. My biggest takeaway? Great communication is a skill which you develop with time as well as a willingness to learn from mistakes.
What are three suggestions you would suggest to someone from your industry/department?
Three suggestions for satisfaction with customer support:
- You can ask questions and then MORE questions, to fully know your customers' needs and to get at the heart of the issue.
- Follow up consistently If you do not hear from us. Customers appreciate your effort to follow up, especially when everyone is working.
- Keep your promises. Keeping the promises you made to clients builds trust and guarantees longevity of satisfaction. If you said that you'd send them an email at a specific time Don't forget!