While each member of the team brings different background experiences to their role, one thing that unites them is a great team spirit. \u201cI\u2019m as excited being part of this company as I was on day one,\u201d shared Ranajit Das, Production Support Senior Manager and Team Lead.<\/p>\n
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A few friendly faces from Sogo Support \ud83d\ude42<\/p><\/div>\n
CX at the Core<\/h2>\n
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: \u201cI like providing effective solutions and seeing customers happy with a product they trust above all others, from a quality and service standpoint.\u201d<\/p>\n
With the great feedback this team consistently receives, it\u2019s not surprising that members view themselves as responsible for ensuring positive customer experiences. \u201cWe interact with clients on a daily basis,\u201d Ranajit explained, \u201cand 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.\u201d Neerja Singh added that \u201cFor me, service means making the customer journey smooth and providing them with a user-friendly solution quickly.\u201d<\/p>\n
The team members also noted that providing value for such a wide range of customers inspires them to be creative. \u201cEvery query, every client is different, so I\u2019m always looking to deliver the most efficient solution for them and find myself learning something new with every customer use case I\u2019m faced with,\u201d shared Aiyaaz Aziz.<\/p>\n
A Culture of Empathy<\/h2>\n
Empathy\u2014the ability to share and understand the feelings of another\u2014drives much of the corporate culture for the Support Team, and Sogolytics at large. \u201c[Empathy] is at the very root of the roles and responsibilities of our team as it\u2019s really important to understand the customers\u2014from their tone, expectations, products, or needs,\u201d Nirmala Koppadi explained.<\/p>\n
When asked what traits contribute to the success of the team, Nolash Mendes said, \u201cGetting to the solution as quickly as possible is important, and empathy helps you get the information you need to get there.\u201d We\u2019re definitely all proud when we hear Sogo customers<\/a> 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.<\/p>\n To be successful in this position, \u201cYou really need strong product knowledge and to be well-versed in what each and every feature is,\u201d noted Adeena Ansari, a new member of the team. \u201cThe foundation I brought from my previous role is a huge help, but I learn and grow daily as I help my customers,\u201d Karishma Chavan added. Sogo clients\u2019 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 \u2013 this team is always learning!<\/p>\n Sogolytics\u2019s 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\u2019 success and understanding their true needs is the base of their service. \u201cWe\u2019re here to listen, answer any questions our customers have, and do it efficiently,\u201d Ranajit concluded.<\/p>\n As Sogolytics continues to invite great talent<\/a> to the organization, here\u2019s a closer look at our Support Team members and their culture. Because this is a big group, we did a bit of a survey \u2013 surprise! \ud83d\ude09<\/p>\n What is your personal superpower that makes you successful in your role? <\/strong><\/em><\/p>\n From patience, to attentiveness, to multitasking, to being a quick learner, and to being able to speak the language of our customers \u2013 the team employs a variety of secret weapons to achieve the desired result \u2212 providing customers with customized solutions quickly.<\/p>\n Which do you prefer at work: email, chat, or phone? <\/strong><\/em><\/p>\n Survey says? Email is the winner with 75% of the vote.<\/p>\n Are you an introvert or extrovert? <\/strong><\/em><\/p>\n 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!<\/p>\n What is the most important quality of a good person? <\/strong><\/em><\/p>\n And the most popular answer, hollered by four team members at the same time was\u2026 Honesty. Everyone else agreed. #BestTeamEver #truth<\/p>\n Keep up with the people behind the brand who make Sogolytics what it is today! Here\u2019s a look back at\u202fCEO Hamid Farooqui\u2019s<\/a> take\u202fon tackling the new year with excitement, and an examination of what really defines success with VP of Success Melissa Krut<\/a>. We also got to learn more about the progression of user interface with Director of Product Management Dhananjay Dheru<\/a> and gain a deeper understanding of our Sales Team with Director of Sales Ian Crowley<\/a>.<\/p>\nThe Pillars of Success<\/h2>\n
The Support Team in the Hotseat<\/h2>\n
Powered by people<\/h2>\n
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