Split’s Customer Service Experience™
Published on 9 July 2020, Co-Founder & CTO Vishvesh S.
Don’t just stand there… go help your customer. After 2 long months of Singapore enduring in its circuit breaker phase, the Split team were finally able to meet each other. Even if the team couldn’t be wholly reunited (we had to sit at separate tables to responsibly have dinner), it was a relief to finally share a meal together.
Just as the food was arriving, we got an email from a customer who had trouble using Split.
Instinctively, we pulled out a laptop to check on what the issue was. In this instance, this customer was flagged as a potential high risk by one of our data sources. During our manual verification we noticed that it was a false positive detection by the data source and after further analysis our risk assessment engine deemed her as a low risk. Despite delicious appetisers waiting to be devoured, the workaholics that we were all got down to work.
Like a well oiled machine, one person looked at our database, one on the Stripe dashboard, one was on the phone with the customer.
Obstinately, we told her that we would not get off this phone call until we figured out what the issue was and resolved it right then and there! The team was extremely grateful that the customer was so patient with us too, as we asked her to try a few things that we thought would solve, but we just couldn’t nail it down.
And in-between the new solutions/hacks that we were giving her, our CEO had seized the opportunity to get to know the customer better and was actively engaging with her!
Although, her customer experience could have been slightly marred by the background cursing of the team’s engineers as they rushed to solve the problem…
After a few failed solutions, and stress-eating the fries we ordered, we finally heard the magic words - her payment went through. We were so excited and happy! We thanked her for being patient with us and wished her good night.
What we got in return was priceless - the satisfaction of a happy customer:
As a product engineer, I could talk about UX all day, Kano models, do gazillion user research sessions and interactions of the product but it honestly all starts from knowing your customer.
And not only know but genuinely care about what issue they are facing - no standard responses. Treat every customer like an actual person who needs help, not simply a task to be solved. This experience only reinforced my belief that customer support is not a department but rather a mindset and attitude.
Everyone at Split is intrinsically driven to do whatever it takes to help out our customers. We know that as we scale as a company that it will be very difficult to maintain this high level of customer support and the detailed attention we gave today. But we are up to the challenge of being the best and most loved BNPL company in the region. Thanks for reading!
Split’s Customer Service Experience™
Published on 9 July 2020, Co-Founder & CTO Vishvesh S.
Don’t just stand there… go help your customer. After 2 long months of Singapore enduring in its circuit breaker phase, the Split team were finally able to meet each other. Even if the team couldn’t be wholly reunited (we had to sit at separate tables to responsibly have dinner), it was a relief to finally share a meal together.
Just as the food was arriving, we got an email from a customer who had trouble using Split.
Instinctively, we pulled out a laptop to check on what the issue was. In this instance, this customer was flagged as a potential high risk by one of our data sources. During our manual verification we noticed that it was a false positive detection by the data source and after further analysis our risk assessment engine deemed her as a low risk. Despite delicious appetisers waiting to be devoured, the workaholics that we were all got down to work.
Like a well oiled machine, one person looked at our database, one on the Stripe dashboard, one was on the phone with the customer.
Obstinately, we told her that we would not get off this phone call until we figured out what the issue was and resolved it right then and there! The team was extremely grateful that the customer was so patient with us too, as we asked her to try a few things that we thought would solve, but we just couldn’t nail it down.
And in-between the new solutions/hacks that we were giving her, our CEO had seized the opportunity to get to know the customer better and was actively engaging with her!
Although, her customer experience could have been slightly marred by the background cursing of the team’s engineers as they rushed to solve the problem…
After a few failed solutions, and stress-eating the fries we ordered, we finally heard the magic words - her payment went through. We were so excited and happy! We thanked her for being patient with us and wished her good night.
What we got in return was priceless - the satisfaction of a happy customer:
As a product engineer, I could talk about UX all day, Kano models, do gazillion user research sessions and interactions of the product but it honestly all starts from knowing your customer.
And not only know but genuinely care about what issue they are facing - no standard responses. Treat every customer like an actual person who needs help, not simply a task to be solved. This experience only reinforced my belief that customer support is not a department but rather a mindset and attitude.
Everyone at Split is intrinsically driven to do whatever it takes to help out our customers. We know that as we scale as a company that it will be very difficult to maintain this high level of customer support and the detailed attention we gave today. But we are up to the challenge of being the best and most loved BNPL company in the region. Thanks for reading!
