From Customer to Customer Service: What I Didn’t Know I Didn’t Know

Hannah here, I had the unique experience of being a customer for three years prior to joining the Webconnex team. What does that mean? It means I am you. It means I know what it feels like to be wowed, overwhelmed, and impressed by the Webconnex products.

If you had asked me (and they did ask me) prior to being hired if I was familiar with the software, I would have told you yes. I mean, I had used it for various events and online giving for three years. So imagine my surprise when I  learned that I was really only using it at maybe 30-40% capacity.

Now, maybe you’ll never come to work for us and receive the in depth product training like I did . But the good news is you don’t have to! I’m going to share three tips from my experience that I really wish I had implemented when I was in your shoes.

Tip #1 – There is a ‘Get Help’ button on the right side of the screen that is actually helpful.

The best thing about the Webconnex software is it’s endlessly adaptable. One of the trickiest things about the Webconnex software is that it’s endlessly adaptable.

If we had scripted my employee on-boarding, it would have read like this…

Me: Wow! Is that new?

Ashley: No. That’s been there forever. Like, since the dawn of time.*

*I’m paraphrasing. Of course she said it kindly. Have you met Ashley??

Something I quickly realized was the help button was the best feature that I never, ever used.

If you see a term or feature and you’re not sure what it means or what it does, click ‘Get Help’ and punch it in. It’ll take you less than a minute to determine if it’s a feature that you need. I’m telling you, you can’t beat that timeframe. Even with our amazing support working on the other side of that messenger button.

So this tip is helpful for the features that you notice. But what about the features that didn’t quite catch your eye?

Tip #2 – Watching a few tutorials will help you solve problems that you didn’t know you had.

I know that using event or fundraising software isn’t the only thing you do at work. It wasn’t the only thing I did either. It was a small fraction of my big job. So why spend time (or convince your boss to let you spend time) to learn more about it? Especially if using it at 30-40% capacity is working for you?

Great questions. I’ll counter with this…

Did you know that you can customize and schedule reports to be e-mailed to anyone who wants to know? This is for that volunteer coordinator who needs everyone’s contact information. Or maybe your boss who keeps asking you how registration is going.

Or did you know that you can set up that shareable Facebook link to redirect people back to your website? You know, the one you spent hours and dollars perfecting?

Also, did you know that you can create a global coupon that works across multiple campaigns? Specifically purposed for that co-worker who needs a discount at every event.

If I could go back in time, I would definitely tell past Hannah that the videos are worth the time, because it would solve issues I didn’t even know were issues! I would also tell her that cutting bangs was a bad idea. But that’s besides the point.

Tip #3 – Realize that you’ve got a powerful voice.

Something amazing about this company is we aren’t just here to create something that works. We are here to CRUSH IT! That means always creating and adapting the features to be better.

My tendency as a client was to find what worked, get it up and running as fast as possible, and then deal with it later. It wasn’t until I started working here that I realized the team I had behind me. As you’re working on perfecting your form, they are working on perfecting the features. Some of the best features only exist because you suggested them. Lots of companies say they value your feedback, to the point it’s become a customer cliche. But, speaking as one of you, I can vouch that in this case, it’s the truth.

So learn from my mistakes! Slap that help button, watch some tutorials, speak up about the feature improvements you want to see… and don’t cut bangs unless you’re ready for a long term commitment. And as always, let us know what you think by commenting below.