Sogolytics’s core values—Security, Quality, Creativity, Service—are integral to our corporate culture, vision, and mission as an organization. Today we bring you a conversation with our Support Team, a critical crew that champions our core value of service in their everyday work.
While each member of the team brings different background experiences to their role, one thing that unites them is a great team spirit. “I’m as excited being part of this company as I was on day one,” shared Ranajit Das, Production Support Senior Manager and Team Lead.
CX at the Core
Many team members joined Sogo Support from other departments within the company. This allows them to build a strong understanding of our platform before they ever begin to connect with clients. From products to processes, though, this is a team that prioritizes people. Neha Awari explained: “I like providing effective solutions and seeing customers happy with a product they trust above all others, from a quality and service standpoint.”
With the great feedback this team consistently receives, it’s not surprising that members view themselves as responsible for ensuring positive customer experiences. “We interact with clients on a daily basis,” Ranajit explained, “and their experiences are our focus. Our goal is not to close the ticket, but to provide great service and help our customers accomplish their goals.” Neerja Singh added that “For me, service means making the customer journey smooth and providing them with a user-friendly solution quickly.”
The team members also noted that providing value for such a wide range of customers inspires them to be creative. “Every query, every client is different, so I’m always looking to deliver the most efficient solution for them and find myself learning something new with every customer use case I’m faced with,” shared Aiyaaz Aziz.
A Culture of Empathy
Empathy—the ability to share and understand the feelings of another—drives much of the corporate culture for the Support Team, and Sogolytics at large. “[Empathy] is at the very root of the roles and responsibilities of our team as it’s really important to understand the customers—from their tone, expectations, products, or needs,” Nirmala Koppadi explained.
When asked what traits contribute to the success of the team, Nolash Mendes said, “Getting to the solution as quickly as possible is important, and empathy helps you get the information you need to get there.” We’re definitely all proud when we hear Sogo customers raving that our support being second to none, and this team works hard for it! Clients connect with the team through multiple channels, and often receive assistance within 20 minutes of submitting a query.
The Pillars of Success
To be successful in this position, “You really need strong product knowledge and to be well-versed in what each and every feature is,” noted Adeena Ansari, a new member of the team. “The foundation I brought from my previous role is a huge help, but I learn and grow daily as I help my customers,” Karishma Chavan added. Sogo clients’ diverse use cases result in the team discovering many creative product applications and team members share these use cases internally to expand understanding and confidence. Solutions architecture, release updates, communication workshops, cross-training, and more – this team is always learning!
Sogolytics’s support team is one of the few in the industry that is accessible 24/7, 365 days a year to support customers worldwide. Care for the customers’ success and understanding their true needs is the base of their service. “We’re here to listen, answer any questions our customers have, and do it efficiently,” Ranajit concluded.
The Support Team in the Hotseat
As Sogolytics continues to invite great talent to the organization, here’s a closer look at our Support Team members and their culture. Because this is a big group, we did a bit of a survey – surprise! 😉
What is your personal superpower that makes you successful in your role?
From patience, to attentiveness, to multitasking, to being a quick learner, and to being able to speak the language of our customers – the team employs a variety of secret weapons to achieve the desired result − providing customers with customized solutions quickly.
Which do you prefer at work: email, chat, or phone?
Survey says? Email is the winner with 75% of the vote.
Are you an introvert or extrovert?
Half of the team identifies as introverts, with the even split of the rest between extroverts and ambiverts. The conclusion? The Support Team is a sweet spot for every personality type!
What is the most important quality of a good person?
And the most popular answer, hollered by four team members at the same time was… Honesty. Everyone else agreed. #BestTeamEver #truth
Powered by people
Keep up with the people behind the brand who make Sogolytics what it is today! Here’s a look back at CEO Hamid Farooqui’s take on tackling the new year with excitement, and an examination of what really defines success with VP of Success Melissa Krut. We also got to learn more about the progression of user interface with Director of Product Management Dhananjay Dheru and gain a deeper understanding of our Sales Team with Director of Sales Ian Crowley.
If you’re just getting to know Sogolytics…
Founded in 2013 and headquartered in the Washington DC Metropolitan Area, Sogolytics is an award-winning experience management and survey technology provider. Organizations like Uber, Walmart, UNICEF, 3M, and Citibank as well as hospital systems, financial services companies, and government institutions use Sogolytics to securely gather business intelligence and create exceptional experiences for their customers and employees.
Want to know more about what we do? Connect with our team today!