Managing Multiple Team Members

The majority of BOLD’s Client Service team members have worked in the restaurant industry. In working in the restaurant we’ve all been taught different skill sets that would apply in the payment processing industry.

When working in a restaurant, we are taught to perform constant “check backs”, communicate when there’s a delay or an issue, and take care of our guests as we would like to be. That concept is transferable to most industries involving customer service. We have adopted this method to place customers first and want to ensure that all of our partners’ needs are met, no matter the issue. From the onboarding process through their time as our partner, follow-up and constant communication are key. Our ISV and VAR partners should feel comfortable and confident in knowing that BOLD team members are available to see their issues through resolution. 

How We Keep Our Partners “In the Loop”

Communication with our partners while resolving their issues is key. We communicate the progress of their Cases and how we are working to resolve the issue. The constant communication with our partner shows transparency, provides a timeline of when a resolution is expected and lets them know once the issue is resolved and the request has been completed. 

Applying Multiple Skill Sets Throughout the Team

Like the typical company, our team has a lot of different personalities. What makes our teamwork so well with each other is we delegate responsibilities and allow each person to grow within their role while here at BOLD. Everyone is willing to put our partners first. This is what continues our success as a team. Our amazing leadership is what helps us respect all team members.

There are a number of sub-departments within our Client Services team, and we use our strengths to uplift each other as well as help our partners. This in itself allows our team to stay focused on what we are doing correctly as a whole and look for ways to improve our customer service experience for our partners. Reputation precedes itself: we’ve been referred to work with new partners because they’ve heard about the work we can do. 

Taking Advantage of Customer Feedback Tools

Customer feedback tools have become essential for BOLD and is something you can quickly adopt with your team. If you’d like to see a change within your team and gain a better understanding of your client’s satisfaction, using feedback tools will help you with continued success. 

Feedback Tool #1

Perhaps the most valuable way for BOLD to gauge our partners’ satisfaction is by using our Case Closure Feedback Tool. When a case is closed, an email notification goes out to our partners providing an update, resolution, and request for feedback. The survey consists of a simple 1-5 rating and we generally receive feedback for around 5% of the Cases we close. The Survey Results are then attached to the Case and are then associated with the Representative/Case Owner.

Tell Us How We Did

Please Click on the Star Rating Below to Provide Feedback on Your Recently Closed Case

The surveys allow us to see what ways we need to improve as well as ways we are succeeding. The reporting breaks down each response by team rep. We also have internal notification systems that alert management when a low score comes in. When receiving the alert it allows us to know what issues were experienced from the partner so it can be addressed immediately. 

The survey has helped our Client Services teams’ continued growth and allowed learning experiences for those who have just joined our BOLD team. This allows our veteran team members to be able to collaborate and help each other as well as our partners. This feedback is vital and a way we measure our growth throughout the CS and Partner relationship.

Tools
Salesforce Cases
Salesforce Surveys

Feedback Tool #2

Internal Messaging Systems (Slack) has become a vital part of sharing updates when a partner offers positive feedback for our reps. The representative is immediately acknowledged in a Core_Values Slack Channel and the post is celebrated as a team. 

Slack has drastically streamlined communication within our Client Services Team as well as all departments of the organization. It offers immediate access to multiple team members who have knowledge towards a particular question without the clunkiness of email. Plus, answers are cataloged and can be searched by all members of the team if/when the question comes up again. 

If they know there is an issue with a partner and they are on the phone, it is easy for them to be able to instant message a team member and ask a question.This allows team members a chance to gain an understanding of the situation and limit the back and forth. If the team member does not have an answer, we escalate the question to the rest of the Client Services team through certain Slack channels, allowing even team members busy on a call to answer if they can. This allows the issue at hand to be resolved. 

Are you an ISV or VAR looking for ways to organize your support team? 

Contact us below for more information