Please listen in as Elliott and I unpack the idea of redefining support during an acquisition.In this year’s installment of its annual Highway Boondoggles report, U.S. Finally, Elliott walks us through the tools you can use to measure customer service quality, while at the same time ensuring the agents themselves are not feeling the pressure. He explains how to turn Voice of Customer feedback into consistent product and process improvements throughout the transition period. This fact made it essential to align services while still catering to the uniqueness of the customers’ requirements. He notes that even though each business’ roots are in the same industry, the products and customer base are entirely different. In conversation with Elliott McIsaac, Director of Support and Trust & Safety at FlickrĮlliott joins our podcast today to walk us through those challenges. Each company had vastly different support offerings and attitudes, which made aligning these two brands a unique challenge. It’s critical to consider what parts of the acquisition will impact your support offering and make that transition as smooth and transparent as possible.Įlliott McIsaac, Director of Support and Trust & Safety at Flickr, was hired to do exactly that when SmugMug acquired Flickr in 2018.
You can listen to Customer Experience Leaders Chat also on:Ī significant challenge that is present throughout the uncertainty is that your customers still expect the high standard of support they’re used to. If you have ever been through an acquisition, you know it’s often a chaotic and ambiguous time for an organization.
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