Both cryptocurrencies and Web3 have seen rapid growth and adoption, but providing customer service can be challenging. So who better to talk to about advancements in support than expert in this field Clemens Behrend? Niclas & John sit down with him to do just that.
Scratch that information itch and plug in (or scroll down for a morsel of the chat in text form!).
Who is Clemens?
Clemens cut his teeth at Bitpanda, progressing to Global Director of Customer Support & Success, and now strategizes support for Web3 companies. He also likes to theorize about whether or not the CIA dabbles in crypto.
Who are Niclas and John?
Niclas and John are two of Klaus’ conversational experts. Although friends in real life, one is a metalhead and the other a techno fiend, so don’t expect them at the same concert.
Clemens’ nuggets of advice*
*not written by ChatGPT, promise
- I always told my agents think the ticket backwards. Think about the whole journey, where the customer is, what they went through. Also, how he clicked our contact form, maybe why he selected the wrong category.
- Never stop talking to the customer. The whole customer support team should spend, at a minimum, half a hour or an hour per week on tickets. Then you see the systems, the documentation, the flows. You really walk in the agents’ shoes.
Snippets from their chat
On the benefit of QA specialists:
On continuous feedback:
On having a positive attitude:
