How Our Customer Love Team Achieved 100% Customer Satisfaction (CSAT)

In 2022, we rebranded our Customer Support Team to the “Customer Love Team”.

Because we wanted to express how our team feels about our customers and make it our core value.

Also in 2022: We achieved the mythical 100% CSAT score in Q4. Even while solving tickets in the actual Sahara Desert:

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So how did our amazing Customer Love team do it? Through a combination of process improvement and product improvement. Let’s get into it.

Automations on automations on automations

We started 2022 with a simple goal: Enable our Customer Love team to perform at their best with little friction. 

The first step was automating minor tasks. Instead of asking engineers to open spreadsheets or log into Google Docs, we automated. Even if it wasn’t perfect. 

As a result, we deployed 40 automations that required no development work. 40! 

Of those, here are the two most worth calling home about: 

Support Tickets <> Engineering Tickets 

We set up a native automation between support tickets and engineering tickets, whereby the support ticket reopens whenever an engineer finishes work. This automation took us 30 minutes to set up, but made everyone’s lives so much easier. 

Bad CSAT Re-Opener

This automation notifies a support engineer when they get a bad rating on a ticket. That way they can immediately reach out to rectify the issue, rather than wait days (or even weeks) — and lose all chance at making things better. 

In all, we automated 50,000 tasks company-wide with Zapier automations between our tools. 

Superman has laser vision. We have ChiliVision. 🦸

Before ChilIVision, simple actions were unnecessarily complicated. Here’s an example:

Scenario: Customer wants to understand why a meeting wasn’t created in their calendar. 

Customer Love Engineer:

1. Selects customer account 
2. Selects database collection
3. Writes SQL query
4. Pastes email address
5. If all goes well, they’ll find the meeting in step 5

On average, this workflow would take at least 5 minutes. Complicated workflows could take more than 10 minutes, because they’d require lots of trial and error. 

Our solution? ChiliVision, our in-house tool that enables database search and visualization, with no SQL! 🦸

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Our new flow: 

1. The Support Engineer selects the email address (from the customer or in ticket)
2. Our tool identifies it as an email
3. The ChiliVision dashboard automatically populates all the elements: Customer account, database connection, SQL query

Just one click. One step. 

Because it’s so easy, we now have about 50 people on our success and support teams who are able to use this without any technical knowledge. 

And we’ve saved an estimated 173 hours per month. 

The full picture

In 2022, the Customer Love team responded to 61% more tickets:

Despite this increase in volume, our first response time decreased to just 10 minutes:

Full resolution time dropped to 9 hours:

And our customer satisfaction jumped to 99.7%:

And in Q4, we achieved the unbelievable: A 100% CSAT score:

Also in 2022: We got on Messi’s level

And by that I mean we won the Customer Centricity awards. 

Basically the same thing.

Want to see if our Customer Love team is really that great? Become a customer and find out for yourself 😉