Vincent's whole career is all about customer services.
He had the opportunity to experience most (if not all) of the challenges a customer service could face :
- from the beginnning : the set up (tools, teams, processes), to the performance enhancement.
- for online businesses and for retails
- from small companies to the biggest of all : Apple (delivering training to the best customer service for about 10 years).
- for inside services and for outsourcers
- for BtoB and BtoC
- for customers in France, in EMEA and Worldwide.
Vincent will help you overcome whatever challenge your company or your customers could face.
Here are a few examples of recent questions :
"Why aren't my customers more satisfied ?"
"How to handle exceptions to my Terms & Conditions ?"
"What profile should I look for to join my team ?"
"Should I outsource my customer service and how to monitor it ?"
"What can I do to ensure each member of my team is able to handle 100 tickets/day ?
Augustin is an expert in customer success strategy, customer journey and experience all along the funnel.
He has a solid 5-year experience as Customer Success Manager (individual contributor, manager then head of) in a fast-growing startup (Spendesk)
Has been working with onboarding, expansion, key account managers within his department while opening Spanish, Italian and French markets.
Not sure on which KPIs to track, want to review your customer journey and the compensation plan of your teams ? Better call Augustin !
Guillaume is an expert in customer service strategy, customer experience design and customer operations management.
He has a solid 8-year experience as an entrepreneur and 6-year experience as an employee of fast-growing startups including Stripe, Spendesk, Vybe, and Swan, working both on B2B and B2C environments.
Not sure on who to hire or how to structure your team? Need advice on how to support and retain your customers? Are you struggling to manage a high volume of customers? Want to make your customers' journey unforgettable? Better call Guillaume!
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