Many of the courses are more technical in nature, so people want to confirm that they’d picked the right course or have the appropriate proficiency level. People often called with questions about the company or our courses. XACT took inbound calls from customers that were just entering the Udacity funnel. Be willing, accessible, and engaging to help them help you. We had a collaborative, open relationship from the start, and it remained that way throughout our dealings. Revisiting those at certain periods may have been beneficial to both parties.ĭo you have any advice for potential customers?īuild a strong relationship with their management team. As there was turnover within their organization, they were very thorough with training and documentation. If anything, it may help to revisit some aspects of training as our programs evolved. Their genuine interest in the members they were servicing stood out as well. I was impressed by their level of commitment and enthusiasm for the role. They were a large team that was expected to come together and be passionate about and interested in the business they were supporting, and they succeeded in that. What did you find most impressive about them? As our programs changed over time, they were able to use their own community to find answers to questions without always escalating to a manager.ĭuring our reporting meetings with the managers, they were open to addressing any changes that were occurring within the programs and making sure initiatives were thoroughly communicated across the team.
They were always open to my suggestions and feedback based on the information I presented to them.
When someone on their end had a question, they did a good job of addressing it among themselves. They were very engaged and curious about the programs. We had a shared Slack channel that included their entire team. How did XACT perform from a project management standpoint? Some technology changes that affected their work were rolled out during our time together, and they did great with that transition as well. Their team’s handling of this part of the business allowed me to focus on other parts of the business. The programs they supported were designed to support the most passionate fans of those entities, and they wouldn’t have stuck with us had our customer service been subpar. They did a great job serving those accounts, which was shown in the success of those programs as well as the feedback we received. I was impressed that we didn’t encounter any critical issues from a customer service standpoint, based on the volume of calls they were taking. They were efficient, and very few complaints from customers were ever escalated to me. What evidence can you share that demonstrates the impact of the engagement? We worked with them from March 2019–January 2021. We spent approximately $2,700 each month with them. Our pricing was based on hourly support, including any applicable overages. Someone likely referred either our CEO or COO to them. I worked with a couple of personnel managers as well as 30 individuals on our account. Across the world, they’d address calls and emails at all hours. The email and phone service provided was pretty much 24/7. That reporting also included metrics around call or email handle time, which was used to determine what we would be billed on a month-to-month basis. Their main deliverables were helping us understand the nature of the calls and emails through reporting. We asked XACT to handle incoming calls and emails from customers and direct them appropriately, as requested by the member. Each of the three programs was focused on a different industry and had unique benefits and access granted to involved fans. Once they were up to speed on our programs, they were responsible for assuming the role of a customer service employee for those programs. To start the partnership, we had to educate their agents and teammates that were staffed to the programs on the types of benefits we were offering to paid members.
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