Terms
Eyal Avital was a part of his place on the Customer Happiness team at the age of 6. He is passionate about helping others, enjoys traveling and food as well as finding innovative solutions for customer issues. Let's learn a little more!
Tell us about yourself - your education, your interests and work
I'm a big admirer of the character Mr. Rogers and always wanted in some way to help people. That led me to 20 years in customer support in which I help assist, help troubleshoot and cheer our customers on!
Eyal loves searching for the top new restaurants
A friend's suggestion to find it, I did , and 6 years later--never looked back. When I'm not helping customers and assisting them with their needs, I'm either seeking out the latest hidden gem or plotting my next adventure with my family--with a coffee in one hand, and a snack in the other.
What do your job duties there at Ensuring
Every day is a fun, new experience! I have the opportunity to help clients from around the globe and help them solve the issues they face. It doesn't matter if it's explaining the benefits of our membership or unravelling the complexities of a problem I'm grateful to be here and make things easier for them.
Unwinding after a busy day serving customers
With AI being a more effective technology for communication, I concentrate on keeping our human supporter in place, creating genuine connections, proactively pursuing the needs of their clients, and making sure that everyone is understood, supported, and ready to succeed.
Do you remember one of your most memorable interactions with our (potential) customers, describing the question/problem they had and how you solved it.
One of our customers wanted to provide a promotion to members that we don't offer in the standard way. Instead of saying "no," (we do the best we can not) I found a creative solution using our API.
The customized solution was able to meet their needs and worked perfectly! The team was all delighted with this result. It turned the challenge into an opportunity.
In your opinion, what does it take to make a successful membership business?
I think keeping your subscribers active is the most important factor in building a thriving subscription-based business. When creators are able to communicate with their customers, it's about more than simply a transaction for money. It's about creating an environment where the members feel they are part of some sort of community.
The
Some of Eyal's foodie favorite dishes
In a chaotic world these connections may bring the joy of connection as well as a reason to remain.
What lessons have you learned at ?
Effective communications are essential in providing customer support, whether it's face-to-face or online. Although online support can appear easier, picking an inappropriate tone or unclear wording can quickly cause customer frustration.
This is why the PREACH model of communication (Proud Reliable, Honest, Empathetic, Articulate and concise, Human) is crucial when assisting any customer.
Eyal in a new adventure
I truly love working with my support staff since everyone is a model of the qualities they display in their interactions with customers. The most important lesson I can take away? Communication is a skill which you develop with time and a willingness to learn from your missteps.
What are three suggestions you would offer to a person in your field or department?
Three suggestions for satisfaction with customer support:
- You can ask questions and then more questions to better comprehend the needs of your client and find the source of the issue.
- Keep in touch if you don't hear back--customers appreciate the time and effort put into following through as everyone's engaged.
- Make sure you keep your promises. Remaining true to the your promises to clients builds trust and guarantees long-term satisfaction. It was said you'd contact them one day in advance and you'll never forget!