3 Questions to Dennis Claes, Customer Experience Manager at RingRing:
Customer Experience Management is all about helping people and make their experience with a company as good as possible, whether it is their interaction with the website, a product or overall experience. To find out what is important for your Customer Experience department, we decided to ask the best expert we know in the field about it: our own Customer Experience Manager here at RingRing, Dennis Claes.
RingRing: What is Customer Experience management?
Dennis: “In my job at RingRing, Customer Experience Management is all about having a smooth interaction with our platform. It’s about having an easy sign up and an intuitive user interface. Having a positive relationship with our customer department is also central.”
RingRing: What satisfaction do you get out of your job?
Dennis: “We have to remember that our customer base consists of people. Not revenue, not NPS scores, but people. At RingRing, we regularly get extensive feedback from customers that are happy that we fixed an issue for them. Our customers don’t have to put their time into writing those reviews, but they still do and I appreciate that a lot, so thank you very much! That is the most satisfying part of being a customer experience manager: it’s about people helping people.”
RingRing: What is your favorite RingRing product for customer experience?
Dennis: “My favorite product that improves customer experience is the RingRing payment reminder. I have a really specific reason for that: a friend of mine, that also works in customer experience, spends his day calling people just to let them know that they forgot to pay their invoice. RingRing has a product that does exactly that: the payment reminder system can call up to 20.000 people per day and inform them of unpaid invoices. My friend can call about 100 people per day, and out of those 100 people, maybe 20 or 30 people actually pick up. I may be biased, but if my friend’s company would buy that product, they would not only save a lot of time and money but they would also increase overall productivity. And my friend would have a job that is a lot more interesting!
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