Terms
Eyal Avital joined in the Customer Happiness team at 6 years ago. He's passionate about helping people as well as food and travel - and he loves finding creatives solutions to customer challenges. We can learn more about him!
Tell us about yourself - your education, your interests and work
I'm a devoted fan of Mr Rogers and have always wanted to be in some way to help people. That led me to 20 years of customer service and I have the ability to assist, help troubleshoot and encourage our customers to keep going!
Eyal enjoys searching for the top new eateries
After a suggestion from a friend that I discovered the place the place, and six years later I have never thought about it. If I'm not busy helping clients or serving food, I'm seeking out an amazing new gem or plotting my next trip with the family, drinking a cup of coffee in one hand with a bite to eat in the other.
What do your job duties there at Ensuring
Everyday is a new, exciting experience! I get to answer our customers across the globe, and assist them with their problems. It doesn't matter if it's explaining our benefits for members or delving into the complexities of a problem I'm happy to be here, and help make their lives easier.
Rewinding following a long day of helping customers
With AI being a more effective technology for communication, I concentrate on keeping our support human--building real connections, actively pursuing the needs of their clients, and making sure everybody is supported, well-informed and able to achieve.
Do you remember one of your favourite interactions with our (potential) customers, describing the question/problem they had and how you solved it
A customer wanted to offer an offer to its members we don't offer from the start. Instead of telling them "no," (we do the best we can not) I found a creative way to do it using our API.
The custom solution met the needs of their customers and performed flawlessly! The team was all delighted with the outcome, turning a challenge into a win.
What do you think does it take to make a successful membership business?
It is my belief that keeping members active is the most important factor in creating a successful subscription business. When creators are able to communicate with their customers, it's about more than simply a transaction for money. It's about making a place where people feel they are part of something.
WmSVh8aTiaNTPDIQQLcI One of Eyal's culinary favorites
In this chaotic environment, those connections can bring happiness, security, as well as a reason to stay.
What lessons have you learned in your studies ?
I've learned that effective communications are essential in providing customer support whether face-to-face or online. Although online support can be easier to access, using the wrong tone or using unclear wording can quickly result in customer discontent.
It's the reason the PREACH communication model (Proud responsible, Responsible, Empathetic, Articulate, Concise Human) is vital when it comes to helping every customer.
Eyal on another adventure
I truly love working with my team of support, as everyone embodies the qualities they display in their interactions with customers. The most important lesson I can take away? Effective communication is something you build with practice and the willingness to learn from your missteps.
What are three suggestions you would give to someone in your department or industry?
Here are three tips for satisfaction with customer support:
- Ask questions, then ask more questions to better understand your customer's needs and get to the root of the issue.
- Make sure to follow up on a regular basis If you do not hear from us. Customers appreciate the time and effort put into following through as everyone's busy.
- Stick to your commitments--keeping promises made to your customers builds trust and ensures long-term satisfaction. It was said you'd contact them one day in advance, don't forget!