Average customer response time halved in 12 months, thanks to new support centre
A little over a year ago, we announced the launch of our new support centre, in a drive to help customers find answers to their questions faster.
With these changes, not only can our users find answers to their questions more quickly and without having to get in touch with GoCardless, but those who do get in touch receive a greatly-improved service.
I’m delighted to share that since launching the support centre:
- On average, we’re now responding to queries within 6 business hours; a huge improvement when compared with our previous 13-hour average.
- Our response time SLA has reduced from two working days to one.
- The average time it takes us to resolve a customer query has also greatly reduced.
- The level of service we’re able to offer has become far more consistent.
Our efforts have gained us some recognition and I’m delighted to share that last week, the team picked up the award for Most Effective Self Service Initiative at the European Contact Centre and Customer Service Awards (ECCCSAs).
Data-driven approach to improving support
It’s true to say that our customers are in the driving seat when it comes to improving the support we give, whether they realise it or not!
Customer Support Interview Process
We take a lot of pride in our support team here at GoCardless. 😛
If we see a ticket that's close to breaching our service level agreement (SLA), we'll jump straight on it. Or if we notice a product update that's caused an unexpected issue, we'll quickly follow up to resolve it.
We're constantly working to improve processes, increase efficiency, and share more knowledge. Whenever our users get in touch, we have the right tools to provide a quick resolution that will minimise any disruption to their day. If we can put a smile on their face while doing so, well that’s just the icing on the cake.
We're also a team that knows how to have fun. Our Slack channel is widely revered across the company. If there were a prize for inexplicable overuse of giphys and non-stop banter, we’d win hands down. We all love getting stuck in at our company events…and the weekly Friday evening pub drinks.
Together we’ve sampled our fair share of bars and restaurants near the office, and we’ve competed in laser tag, bubble football, beer pong, and more – all in the name of creating a great team spirit.
Anyway, before we get too carried away, let’s get back to what you came here for – insights into our interview process.
We've launched a brand new Support Centre
We know how important it is to be able to source information quickly when needed so you can focus on what matters most, your business. That’s why we’ve been working hard to bring you a brand new Support Centre.
Our aim was simple - to speed up the time it takes to get answers to many of the questions that we’ve found come up fairly frequently.
Of course, you can still contact our support team if you can’t find what you’re looking for or if you would like further clarification on something in particular. However, we hope this will help to save you time when all you need is a quick answer to move forward with the task at hand.
A day in the life of GoCardless support
Kicking off the day
It’s 7am and I’m already up bright and early this morning as today is our pre-work morning football match. Luckily I live closer to work than most so I get a little extra of a lie-in than the others. I’d like to think this will translate into a performance comparable to Ronaldinho vs Peter Kay in those John Smith’s ads. Unfortunately my two left feet are likely to say otherwise.
A much sweatier version of myself makes it into the office at around 8.40am. Fortunately the GoCardless office has showers so there’s time to freshen up before work officially begins. A few of our team have been in for a while; with the recent rapid growth of the GoCardless customer base it’s fair to say that the support team are a hard-working bunch!
By 8.55am I have my computer on and my coffee in hand - now it’s time to officially start the day. As always there are several things that I need follow up on before getting down to today’s workload. Whoever invented post-it notes was a genius… my desk is nothing short of a shrine to them!
Enterprise Nation StartUp 2016
We had the privilege of being a part of Enterprise Nation StartUp 2016 in London on Saturday 9th January... and it was an absolute blast!
The doors opened at 9am, and it took very little time for the rooms and corridors of the Canary Wharf venue to fill up with ticket holders. More than 3,000 entrepreneurs attended the show, each looking to learn as much as they can in the pursuit of getting their startup businesses off the ground.
Set across multiple floors, the event offered a wide variety of talks, panel discussions, workshops, and more. The aim was ensuring that the budding entrepreneurs attending the show would receive a plethora of advice to help them succeed in their journeys.
Our own hub of activity was positioned nicely amongst the other sponsors of the event. Our stand, which was run by a number of volunteers from across the GoCardless team, was glittered with limited edition GoCardless merchandise that would become increasingly famous as the day wore on.
Inspiring keynotes from the main stage
The day kicked off with a warm introduction from Enterprise Nation’s very own Emma Jones. Shortly after, Oliver Sewell took centre stage to begin the day’s masterclasses with an insightful talk on boosting your business through Facebook.
This led onto one of our highlights of the day, “Make or break: How I’ve built my start-up”. This was chaired by Gary Turner from Xero, one of our accounting software partners. The consensus amongst the three panelists was that managing your company finances digitally is key for keeping on top of your business as it grows. Cloud-based accountancy platforms will become vital as your company grows and their key advice in this regard was to start using one from day one. Not only will all your financial records be in one place (making it far easier when the taxman comes knocking), you’ll also be in a good position to scale to the next level.
By noon time, the event was in full swing and each and every floor was buzzing with activity. A large crowd had gathered in preparation for Nicola, our VP of Marketing, and her panel discussion with Andy Stephenson and Oliver Bridge, the founders of Weekend Box Club and Cornerstone. Their panel discussion was on “how to build a subscription business” with both entrepreneurs sharing their advice on launching and growing a subscription business on a small budget. They also discussed some of their key challenges along the way.
This discussion paved the way for our highlight of the day, where our founder Hiroki Takeuchi took to the main stage alongside Mark Preason, founder of MyVoucherCodes and Amber Atherton, founder of My Flash Trash. The three of them had an open discussion on what they had learnt building a million dollar startup.
Speaking to entrepreneurs at the GoCardless stand
Spending a day speaking to entrepreneurs and business owners at the GoCardless stand was an absolute joy. At StartUp 2016, we were demoing the new GoCardless dashboard and showing visitors how they could transform the normally painstaking task of collecting payments into a simple, automated process. After answering all the questions fired at us like there was no tomorrow, I could have sworn we transformed into Jedis... well, Direct Debit Jedis anyway.
Not wanting to miss any opportunities, we made the most of the brief periods we were free by convincing the other sponsors across the floor to model our merchandise for a quick photo (a few of which may have been casually leaked to Twitter). ¯\(ツ)/¯
The occasional [read frequent] fluttering of eyelids in the direction of the Direct Line stand opposite may have also occurred – we couldn’t resist… they had a popcorn machine!
Keeping an eye on your finances
As the day drew to a close, some of us made our way back down to the ground floor for the final keynote panel discussion of the day – “How to keep financially fit and protected throughout the year”.
What shone through in this final discussion is that staying on top of your finances from the start is absolutely crucial if you want to see your startup to reach long-term success. Too many startups founded only on great ideas have fallen by the wayside as a result of poor finances or not keeping an eye on their cash flow.
Turning great ideas into successful long-term businesses
One of the goals of Enterprise Nation and StartUp 2016 is making sure budding entrepreneurs have the knowledge and tools they require to ensure a great idea comes to fruition in the market.
GoCardless has always been proud to support start-up businesses and we can all agree unequivocally that we felt proud to support StartUp 2016 (it definitely more than made up for the 7am alarm on Saturday morning). We finished the day feeling incredibly inspired by the people we met, the talks we attended and the general spirit of innovation and creativity.
Thank you to everyone who attended and best of luck to each and every one of you taking the plunge into startup life in 2016. From the whole team at GoCardless, we wish you every success in your new venture!