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How to scale the care? by Aurore Lanchart, Head of Customer Care at Shine

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The intensity of the care that you put into every customer interaction is one the keys that makes you stand out from your competition. But what do you do when your company is growing exceptionally fast?
Aurore scaled the customer care department up from serving 100 users to serving 25k in just 6 months ;)

Veröffentlicht in: Business
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How to scale the care? by Aurore Lanchart, Head of Customer Care at Shine

  1. 1. Scale the care!
  2. 2. ● It’s a mindset ● Without customers, you’re dead What is the care
  3. 3. C.A.R.E Change your perspective, take your customers’ one Advise and help giving them complete answers Respond nicely even to the hate Empathy What is the care
  4. 4. “Do things that don’t scale” - Paul Graham What is the care
  5. 5. Before the product market fit
  6. 6. Be prepare to face the tsunami
  7. 7. ● Tonebook ● Internal Bible with case resolution ● FAQ Be prepare to face the tsunami
  8. 8. ● Interact as much as possible with your customers ● Answer everything everytime ● Give those feedback to your product team Be prepare to face the tsunami
  9. 9. Be prepare to face the tsunami
  10. 10. Product Market fit
  11. 11. ● First processes ● Prepare recruitment process ● Prepare onboarding process Product Market fit
  12. 12. ● Automation, automation ● Time to kill recurrent tickets ● Measure Scale
  13. 13. #1 Before product market fit > interact as possible with your users #2 Product market fit > create processes as much possible #3 Scaling > Automate & Measure Key takeaways

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