How we provide great customer service
Joshua Porter, Co-founder
“The process of setting up Performable was much
easier than I expected, due in large part to excellent
customer service and easy-to-use software. When
their sta! promises something, they deliver - even if
it is customized code to meet your needs. All the way
around, using Performable has been a pleasant
surprise. Set up was faster than I would have thought
possible. Thanks Performable!”
Kristin Larsen, MyStrategicPlan.com
Visit us: performable.com Call us: 1-888-268-6035
Principles
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Principles
1. Customer service = personal relationships
Visit us: performable.com Call us: 1-888-268-6035
Principles
1. Customer service = personal relationships
2. Under promise, over deliver
Visit us: performable.com Call us: 1-888-268-6035
Principles
1. Customer service = personal relationships
2. Under promise, over deliver
3. Whatever happens, solve their problem
Visit us: performable.com Call us: 1-888-268-6035
Principles
1. Customer service = personal relationships
2. Under promise, over deliver
3. Whatever happens, solve their problem
4. The role of helper is best
Visit us: performable.com Call us: 1-888-268-6035
Principles
1. Customer service = personal relationships
2. Under promise, over deliver
3. Whatever happens, solve their problem
4. The role of helper is best
5. Embrace the evangelists
Visit us: performable.com Call us: 1-888-268-6035
Principles
1. Customer service = personal relationships
2. Under promise, over deliver
3. Whatever happens, solve their problem
4. The role of helper is best
5. Embrace the evangelists
6. CS improves your product, period.
Visit us: performable.com Call us: 1-888-268-6035
Tactics
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Tactics
1. Everybody at Performable does support, we rotate responsibility daily
Visit us: performable.com Call us: 1-888-268-6035
Tactics
1. Everybody at Performable does support, we rotate responsibility daily
2. Every relationship deserves a hando!, which takes more time but is worth it
Visit us: performable.com Call us: 1-888-268-6035
Tactics
1. Everybody at Performable does support, we rotate responsibility daily
2. Every relationship deserves a hando!, which takes more time but is worth it
3. Do post-mortems on failures, figuring out exactly what went wrong
Visit us: performable.com Call us: 1-888-268-6035
Tactics
1. Everybody at Performable does support, we rotate responsibility daily
2. Every relationship deserves a hando!, which takes more time but is worth it
3. Do post-mortems on failures, figuring out exactly what went wrong
4. Complete transparency, we often have and keep conversations public
Visit us: performable.com Call us: 1-888-268-6035
Technologies
Tried Zendesk, then Tender,
now using Assistly.
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Technologies
We use Salesforce to monitor and
hand o! from sales.
Visit us: performable.com Call us: 1-888-268-6035
Technologies
We use our own tool, Performable, to unify a customer’s experience
and provide support over time.
“Good service pleases both the giver and the recipient by the beauty of the
performance, thereby enhancing life and adding value to an event that would
otherwise be only a transaction.”
James Hillman, Kinds of Power
Thank you!