The coolest startups and tech companies out there are looking to solve a customer pain point in a creative and disruptive way. This might include easing fears about making big purchases online. Or it might include finding ways to delight customers with branding and free perks. All of these strategies lead to great customer service that sets the standard and expectations high for other startups and traditional companies in their industries.
Below are a few of the coolest startups that provide great customer experiences:
iAdvize, a customer engagement platform created to make eCommerce customer service experiences better for buyers has disrupted the online shopping scene. The French company, founded in 2010, raised €14 million in funding last month, and helps make customer interactions better by detecting visitors who need help and sending real-time alerts to customer service team members. With features such as click to chat and click to call, iAdvize helps connect customer support representatives with buyers and is one of the most popular customer engagement platforms in Europe.
Ace & Tate / Warby Parker
Gone are the days of heading into a Lenscrafters or an eye doctor’s office for your new set of specs if these two companies have anything to do with it. Though completely separate startups, Warby Parker in the U.S./Canada and Ace & Tate in Europe let customers easily order prescription glasses. Geared toward young, tech-savvy, stylish buyers, these companies have a flat fee structure for eyewear. They both also have a try-on at home policy that lets customers choose multiple frames that are then shipped out for them to try for a few days at home before picking one pair and returning the others free of charge. Fast Company named Warby Parker the number one most innovative company of the year in 2015.
Since we spend one-third of our lives sleeping, buying a bed is one of the most important and stressful purchases one can make. Casper, a startup that sells quality latex foam mattresses online for a fraction of the price, has not only disrupted the mattress industry, it’s disrupted customer service. The word customer delight has floated around quite a bit, but when Casper delivers their beds in distinctively branded white and blue striped boxes, they also deliver delight. So much so, that customers take to social media to post videos of themselves unboxing Casper beds. Casper has incredibly high ratings and reviews online. Their customer service is credited with being helpful and fast. And customers are given a 10-year warranty and 100-night trial of the mattress, with a full refund if they are not satisfied within that time. Return shipping is also taken care of as someone will come pick the mattress up from the customer’s house. Casper’s website and customer service team take the fear and stress out of buying a mattress.
Help Scout is a help desk software used by over 4,000 businesses around the world. It provides scalable and customizable email support software. Unlike other platforms that integrate with the fast-growing office communication software Slack, such as Desk, Re:Amaze, and Chatlio, where Help Scout stands out is that it offers simple pricing, ease of use, and scalability. The company Timbuk2 noted that after installing HelpScout they were able to zero out their customer service inbox, something they had not been able to accomplish in months. Within the Slack platform, Help Scout shows notifications when customer interactions are created, updated, closed or deleted. There are @ mentions for the person assigned to each case, so that only the assigned rep receives updates on their particular customer interaction cases.
Twitter Customer Care
Twitter, which has long been the social media platform of choice from customer service complaints, is gearing up to help businesses run customer service instead of functioning as an open mic platform. They just announced this week that businesses can use Twitter’s developer platform, Fabric, to link customers’ phone numbers to their Twitter credentials. Companies will then have the ability to track the customer’s interactions with their brand on Twitter including single tweets and conversation threads. And in the customer service world’s own version of first-time fix rates, Twitter wants representatives to have single-tweet resolutions since they’ll now be able to see the customer’s purchase history and give personalized, specific responses to questions.
Crowdsourced Tech Support
Switzerland’s telecom provider Swisscom launched an additional customer support channel, which taps the collaborative economy. Swisscom customers can sign up on an online platform called „Swisscom Friends“ to offer tech support like wifi installation or smartphone configuration in their neighborhood. This crowdsourced customer service is received well by Swisscom customers, who rate it with 4.8 out of 5 stars.