eHarmony VP of Customer Care Scott Ackerman shares his thoughts on customer experience:
While eHarmony is extremely successful with 236 members getting married everyday (on average), we cannot always guarantee a success story to all our customers. Our members must know that we are here to assist them and care for them through the entire process good and bad. They must feel like individuals and not just part of our ‘20 million registered users’.
A great customer experience is a combination of many things, website performance, ease in customer usability, information on our site being easily accessible and understood (through our FAQ page) along with great positive interactions when customers contact our customer care department for help. This is measured though a number of ways on a daily basis. Our Customer Care Satisfaction survey is sent out after each interaction, our Quality Assurance team monitors hundreds of interactions daily and monitor the feedback we get from our FAQ page, our Advice Page and other blogs/forums.
Customer Satisfaction will always be our number one priority and that is why we encourage our members to contact us for help. During the 1st quarter of next year, we will work with RightNow to implement self-service through the phone. This is not intended for a cost cutting measure but to assist those customers who need help without speaking to an agent. Continued focus on automation will help improve the overall customer experience as we continue to strive for 100% customer satisfaction.
What are you doing about Customer Experience?
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