3 Ways Vibes is Reshaping SaaS Customer Service

January 25, 2021 Tess McGillicuddy

 

SaaS Customer Service has traditionally been outdated, arbitrary, and inaccessible. It shouldn’t be that way. With timely, intimate channels like mobile, marketers need quick, relevant, and efficient personal customer service. Vibes dedicated Customer Care team is available and accessible to assist marketers when and how they prefer.  

  

Vibes Customer Care team is redefining SaaS customer service in three unique ways:  

  

Easily Reachable  

Customer Care is accessible through 5 unique channels:  

  

  • • Text  

Vibes' customers can now text into our toll-free phone number to connect with a live Vibes customer care agent to receive support. Customers using text can switch over to email or phone call at any time without disruption or loss of support status if they’d like to continue their support elsewhere.  

  

  • • In-platform Live Chat 

Vibes' customers can receive in-the-moment support when using the platform. Vibes Customer Care is available while you are planning, reviewing or setting up campaigns, every step along the way in our Mobile Engagement Platform.  

  

  • • In-platform Resource Center Help Feature  

If you need help finding solutions in our Platform Resource Center or signing up for Platform trainingclick in the drop-down menu by your name to reach a help feature and webform to open a ticket.  

  

  • • Call 

Sometimes talking to a human is the best course for quick action to walk through your scenario or questions. Vibes Customer Care is here to talk and even jump on a zoom screen share to partner with you for success.  

  

  • • Email  

Most commonly, customers reach out to Vibes Customer Care team through email. This is convenient and an effortless way to track your interaction with our team.  

  

  

Human Experts 

The Customer Care team is comprised of real, human Vibes platform experts all employed directly by Vibes and US based. The team is available 24 hours, 7 days a week, all 365 days a year. We recognize mobile never stops and our support doesn’t either.  Whether a customer has questions about setting up a broadcast in our Platform, or if a worst-case scenario an error occurs, our Customer Care agents are trained to quickly troubleshoot and effectively find resolution.  

  

  

Timely Resolutions  

Traditionally, customer support for SaaS platforms can take more than a business day to reply, and many are only available Monday to Friday. In today’s culture, that no longer works. Mobile moves fast, and the Vibes team is dedicated to providing an equally timely response. The Software industry standard benchmark set by Zendesk is an average of 14.8 hours for first response, however at Vibes we pride ourselves in being exceptionally well under the industry standard at an average of 1.9 hours    

  

When sending messages to a personal, intimate channel such as mobile, each text is valuable for customer loyalty. Marketers need a dedicated team to address any questions or issues to ensure valuable channels are optimized and accurateWith a 90% positive customer satisfaction rating and Vibes commitment to staffing our Customer Care Team with fully accessible and highly knowledgeable team members, our customers receive the best of the best.  

  

To reach our Customer Care team, text 877-834-9566*.

 

*Message frequency varies. Msg & data rates may apply. Text HELP for help, STOP to unsubscribe. No purchase necessary. Autodialed marketing messages will be sent to the number provided at opt-in. Terms and Conditions linked here.

About the Author

Tess McGillicuddy

Tess McGillicuddy is a Senior Director of Customer Operations, overseeing both Vibes Customer Care and Mobile Engagement Service teams. Tess is passionate about MarTech technology, thought leadership and best in class customer support and services. From leading the establishment of the Customer Care team in 2011, Tess and team operate with a "Never Be Satisfied" mentality always looking for opportunities to better serve our customers. Awards: CSS Awards (Globe Business Awards) | 2016, 2018, 2019 Customer Support Department of the Year | 2018, 2019 Service Team of the Year | 2019 Customer Service Leadership Team of the Year

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