Have you ever wondered how we are able to welcome you by name when you walk into the shop? Isn't it incredible how the team can remember how many kids you have or that you're starting a new job soon?
Ok, so maybe knowing these things in-and-of-themselves isn't that impressive. After all, any person good at taking notes should be able to catalogue this information. But, with over 1k clients in our first 6 months, you could see how sifting through the data might be time consuming. Now consider that the person on the team you're meeting probably has less than 5 minutes to prepare for you.
The problem becomes;
How do we get the information we need just as we need it?
Introduce real time messaging.
If you haven't heard of Slack, think of it as a really classy group chat app for your phone. The thing that really makes it powerful is its API (Application Programming Interface). Essentially, Slack lets us write code that sends and receives messages to and from the app. Blah blah, boring, right?
Except when you program it to do this:
We receive this 15 minutes before you arrive. Seeing the notes just before we need them makes all the difference.
When a Client Leaves us a Review
An hour after you leave the shop, we send you a link asking for your feedback. We have fun with it =).
We get notified whenever we land a new client or a first time visitor books a follow up.
Not exactly customer service related, but yet another cool example how we use Slack to keep us in-the-loop.
If you use Slack at your org, how do you use it? Do you have any other ideas for how we can use it? Let us know in the comments.