We asked Claudia Lowman, general manager of consumer customer support at RealNetworks about the importance of customer experience. Check out what she had to say!
What makes a great customer experience at RealNetworks?
Claudia: I believe the best customer experience is one that doesn’t require support. That means that the product or service is intuitive, responsive and reliable while delivering the expected result. But when something happens and a customer needs help, it should be easy to find, easy to access and quick to resolve. If it can’t be resolved immediately, then a great customer experience includes proactively updating customers regularly to keep them informed of progress and status until resolution can be achieved.
What makes you excited about delivering exceptional experiences to RealNetworks customers?
Claudia: As a subscription service, our members decide whether or not they want to give us their business every month. Support is a benefit of our subscription services.
I know that customer satisfaction doesn’t equate to customer loyalty. Customer loyalty is earned by going above and beyond; exceeding the customer’s expectations. I’m excited about delivering exceptional experiences to our customers because our customer support operation can help to create customer loyalty and significantly impact the success of the business. By offering customers a choice of support channels, whether it’s self service, telephone, email, chat, forums or social network sites, and responding in a timely manner and ensuring resolution through a rich knowledge base and knowledgeable, friendly representatives that are eager and willing to help, we believe that we can demonstrate that we truly care about our customer and help earn their loyalty.
What makes RealNetworks agents passionate about serving customers?
Claudia: Our agents are customer service and technical support professionals. The desire to help and serve the customer is a fundamental characteristic in each of them. It never ceases to amaze me by how committed they are to helping our customers. I’m extremely proud of the customer satisfaction ratings we receive on our agents’ professionalism, willingness and interest in helping the customer and their product knowledge. It’s a true testament to their commitment, desire and passion to serve our customers. Not to mention, they really like our products and so their enthusiasm shines through!
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