An effective customer care team is synonymous with success for your product or service. It is very good for a company to have many customers, but the most important thing is that they return or continue using the product, and this largely happens if the received service is excellent. At Podimo, we work a lot from customer care, and we ensure that each responsible person has the appropriate training to provide the best service for each inquiry we receive. Although we rely on technology and automation, we know that human interaction is essential for this type of communication.

Next, we will detail the main functions of the department and why we have succeeded in making our users so satisfied.

First of all.. let's define Customer Care

It is the team dedicated to “showing you love,” to give you the assurance that when you interact with them, they fully understand your question and help you resolve it as quickly as possible. Unintentionally, in these 2 sentences, we have mentioned some KPIs (Key Performance Indicators). These are actions determined to evaluate the team's work, and it is applicable to practically any area of a company.

The Customer Care team also likes to feel appreciated, so all feedback provided by users is key to growth and development. We are the visible face of a company, and thanks to us, we can detect trends that can be very useful for the evolution of a product or service.

• 💬 Communication channels

To contact us, we have designed a contact form that will allow us to understand your inquiry well, which you can access through this link.

And to stay updated on the latest news, launches, and events from Podimo, our social media is at your disposal.

X (Twitter)

Instagram

• ⏰ Contact hours

Our current contact hours are Monday to Friday from 09:00 to 17:00. However, thanks to our Help Center, you can find many solutions.

We are open to any type of feedback; in fact, we invite you to suggest any issues you are unable to resolve thanks to our frequently asked questions. It helps us improve as a team and provide the best service.

• 🛠️ Tools

Everything mentioned above would not be possible without tools that allow us to diversify the inquiries we receive, categorize them, and/or prioritize them.

The most important ones for a Customer Care team are:

1. CRM (Customer Relationship Management) → It is the most essential tool for the team. Through a CRM, we can not only receive inquiries, but we can also create a Help Center, send communications, segment users, etc. Nowadays, there are many options available in the market to choose a CRM, so each company selects the one that best adapts to their needs.

2. Backoffice → Generally, this tool is native to the company itself, and it is the place where you can consult information about a user, such as their email address, registration date on the platform, subscription type, etc. These types of platforms help us more easily manage the inquiries received and allow us to assist all users with greater precision.

3. Productivity and CX (Customer Experience) Platforms → Thanks to this type of tool, from Customer Care, we can create procedures and design customer journeys that allow us to understand the flow of each action performed on our platform. These tools are very useful in training processes (not only for Customer Service but for many other areas) and for implementing new functionalities.

KPIs (Key Performance Indicators)

As we mentioned earlier, a KPI is a Performance Measure that allows us to obtain much more detailed information about the work done in the Customer Care team. Next, we will break down the main KPIs that concern our team and how they impact our day-to-day operations.

• 📖 SLAs (Service Level Agreements)

SLAs (Service Level Agreements) are the internal commitment by which an inquiry received in our system must be responded to within a certain timeframe. Although SLAs can also be established for a service (for example, resolution time for a Podcast that is not playing).

At Podimo, having the service available in different countries, we establish global metrics and indicators focused on each market. In Spain, we try to respond to each interaction as soon as possible to maintain the quality of service through user satisfaction.

• ☝️ First Contact Resolution (FCR)

The FCR, or resolution on the first contact, is a KPI that shows us how many inquiries have been resolved with the first and only interaction. The higher the percentage of cases resolved on the first contact, the greater the user's satisfaction. For this percentage to increase, it is essential that the entire team has the appropriate training and necessary knowledge to provide specific information, and this is achieved through productivity tools as we mentioned earlier.

At Podimo, our goal is to respond to most inquiries received in a single interaction, which provides us with a truly satisfied user base with our service.

• 😃 CSat (Customer Satisfaction)

This indicator clearly shows how satisfied users are both with the service and the care received. The simplest and most common way to obtain this data is through a satisfaction survey, which is sent after the reported incident is resolved. In this survey, users are asked about their experience with the platform, and it is a very useful way to obtain the most accurate feedback on usability and satisfaction.

It is essential to interpret this data, as it can help in the continuous improvement of the platform, as well as to correct errors that may currently arise. At Podimo, and globally, users rate their satisfaction with the service above 4 out of 5, meaning that over 80% of respondents believe that Podimo provides excellent service. This survey is sent to any user who opens an incident in our help center.

For this data to be valid, it is important to measure what percentage of the surveys sent have been answered. If this percentage is very low, the CSat will not be a representative indicator. That's why we encourage you to respond to our satisfaction surveys so we can keep the quality of service as high as possible 💪.

Podimo users rate our service with a 4.2/5

In summary, it is very important to take care of a Customer Service team, as it is the visible face of your product or service, and therefore must offer the most precise and up-to-date information. This team is fueled by information from all other teams in the company, and the bidirectional interaction and communication must be constant to maintain optimal service.