Episode 7 - What Makes Great Customer Support with Chad Evans
From developments in CAD and Siemens NX software to communicating between teams, there's a lot that goes through the Saratech Customer Support Team's day-to-day.
In this episode of The Human Side Of Engineering & Product Development, we are joined by Chad Evans, Technical Manager for the Customer Care Team at Saratech to talk about the increasing complexity of the software being used and how the team approaches customer support.
HUMANIZING MOMENTS:
- Chad's interest in engineering and how he went from the Air Force to Saratech
- Staying up-to-date with CAD and Siemens software
- The support team's approach to customer cases
- Chad's recommendations to avoid common issues in handling servers
- What administrators should pay attention to before implementing changes
HUMANIZING MESSAGES:
CHAD: Educating the team and learning at the same time
“I've been on the sales end of it, I've been on the user side of it, I've been on the design side which is good because I can interact with a lot of our salespeople too. And a lot of our salespeople will come to me directly and say 'I'm giving a proposal on this license, am I correct?' and that's where I can validate our sales teams.”
CHAD: Making the customers happy is the top priority
“We always wanna contact that customer within minutes, figure out the issue, and then move on. And then when we're done, we always send out a survey too because we want to make sure that we did the issue properly, our communication was fast, and that the customer's happy with our results.”
Get to know our guest, Chad, and what he’s up to:
Learn more about our host and his Human Side:
Andy Deo | Saratech | Saratech.com
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