Join me, as I delve into the intricacies of customer experience with Krishnan, the Director of Customer Experience and Support. Discover how Swym bridges the gap between technical expertise and strategic guidance to transform customer interactions into lasting loyalty. This episode explores the critical role of customer experience in driving growth and navigating high-pressure environments. Tune in to learn how Swym’s team turns challenges into opportunities for building trust and delivering exceptional value to merchants.
A Quick Recap of Our Conversation
Segment 1: The CX Philosophy We started by defining what “CustomerExperience” (CX) truly means. It’s not just “support.” We explored the guiding principles for our team’s very first interaction with a stressed merchant and why that empathetic, strategic approach is different.
Segment 2: The Everyday Practice We talked about the “how.” Krishnan detailed how we’re structured with Technical Support Engineers (TSEs) and Customer Success Managers (CSMs) to provide a high-touch experience. We also touched on how AI is influencing this practice and the critical importance of hiring for empathy and ownership intent, not just technical skills.
Segment 3: The Stress Test (BFCM) This is where the engine is truly tested. Krishnan shared the playbook for how we 10x our efficiency (not our staff) for the surge and maintain a human touch under pressure. He also shared a great story from a past BFCM where the team turned a potential disaster into a merchant ‘wow’ moment.
Segment 4: Advice for Our Partners We finished by turning our lessons into actionable advice. Krishnan pointed out the single biggest mistake we should avoid making in support. Krishan shared what he wish every product builder understood about what customers really need.
Some Key Takeaways
Customer experience is more than just support; it’s about building trust.
Swym’s team transforms challenges into opportunities for loyalty.
Technical expertise and strategic guidance are key to customer success.
Empathy is crucial in customer interactions.
AI tools help streamline repetitive tasks, allowing focus on important issues.
Customer feedback is a valuable resource for product improvement.
Swym’s customer experience team is integral to company growth.
Effective communication is essential in high-pressure situations.
Swym’s approach to customer experience involves multiple functions working together.
Building long-term relationships with customers is a priority.
