Passion for Customers, Respect, Imagination, Simplicity and Entrepreneurial Spirit – these are Edenred’s values and a driving force for all its employees. Get a glimpse into the life of an Edenred employee, see what makes us vibe, and discover how we’re obsessed with Customer Centricity as we empower the financially unbanked sector in the UAE.
Since we’re celebrating ‘CX Month’, get a glimpse into the day-to-day of our Customer Service Manager Abdullah Khan and see how we’re obsessed with Customers 💙💜
🎤 What do you do? What does your day look like?
➡️Customer Service tasks don’t majorly change on a daily basis, but our ultimate goal is to continually improve the customer experience. We strive to create a world where customer service isn’t necessary because our products and services are just perfect.
The overarching objective remains to enhance the customer journey, and for this, I work closely with teams like technology, product, sales, and marketing to identify pain points and propose solutions. We leverage user research to understand our customers’ needs and preferences, and I play a crucial role in ensuring that our team is equipped to address their concerns effectively.
In a nutshell, my day involves handling customer inquiries, providing technical support, and resolving issues. I also contribute to process improvements and ensure that our team is well-trained and motivated. Ultimately, my goal is to deliver exceptional customer service and drive continuous improvement, while problem-solving and demonstrating empathy. Understanding our customers is key.
🎤 Can you walk me through a typical customer journey from the initial touchpoint? What are the key touchpoints in this journey?
➡️Our customer journey begins as soon as our customer is onboarded and becomes an official C3Pay app user. From there, we’re committed to providing ongoing support and assistance for all their queries.
Key touchpoints include:
- Initial inquiry: Customers may contact us via phone, email, or chat with questions or concerns.
- Problem resolution: We work diligently to understand the customer’s issue and provide a timely and effective solution.
- Follow-up: We often follow up with customers to ensure their satisfaction and identify any additional needs.
- Proactive support: We strive to anticipate potential problems and offer proactive solutions to avoid issues before they arise.
- Continuous improvement: We actively seek feedback from customers to identify areas for improvement and enhance the overall customer experience.
Throughout this journey, our focus is on empathy, understanding, and effective communication. We aim to make the customer experience as seamless and enjoyable as possible.
🎤 What is the most common challenge customers might face when interacting with our company? How does this impact their overall experience?
➡️One of the most common challenges our customers encounter is disruptions caused by external factors that are beyond our control. For instance, there might be times when our systems experience downtime due to issues with third-party providers. While we strive to provide assistance and solutions, these situations can be frustrating for both our customers and our customer service agents.
Imagine a customer who sends money to a beneficiary, only to find that the funds are delayed or unavailable due to a technical glitch. The uncertainty and lack of a definitive timeline can be incredibly frustrating. Even though we’re unable to resolve the issue immediately, the customer’s perception is often that the delay is directly caused by our company. This shared frustration is felt by the individual customer, our customer service agents, and the company as a whole.
🎤 What metrics do you use to measure customer satisfaction and success?
➡️For B2B clients: We track Customer Satisfaction (CSAT) scores and Net Promoter Scores (NPS). These metrics provide valuable insights into customer sentiment and loyalty.
For B2C customers: In addition to CSAT, we leverage in-app ratings to gauge user satisfaction directly. We also conduct WhatsApp surveys to gather feedback and identify areas for improvement.
To ensure we address any concerns promptly, we conduct proactive follow ups and callback surveys with customers who have provided neutral or negative feedback.
🎤 What are some examples of how we’ve used customer feedback to improve our products or services?
➡️At Edenred, we’re committed to delivering exceptional customer experiences. We actively listen to our customers’ feedback to identify areas where we can improve. One example is our recent enhancements to the employee KYC status visibility feature.
- On the B2B front: Based on customer feedback, we understood the importance of providing detailed visibility into employee KYC statuses. This information empowers our B2B clients to proactively assist their employees in completing the necessary documentation, ensuring a smooth onboarding process and avoiding any disruptions.
- On the B2C front: Last month, we saw a significant reduction in customer inquiries related to expired KYC renewals. By implementing a simple change to allow users to self-update their KYC information directly through the app, we reduced the number of B2C queries by 80%, thereby demonstrating the effectiveness of our customer-centric approach.
By continuously listening to our customers and making data-driven improvements, we’re able to deliver more efficient and satisfying experiences for both our B2B and B2C clients.
🎤 What languages do you speak?
➡️My mother tongue is Bhojpuri. I also speak English, Hindi, Urdu and Bengali.
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