When providing pre- and post-sales support to customers, moving from an email-only mode to 1:1 (video) chat can be quite daunting.
\nThe reassuring, safe bubble of the white email textbox is replaced by the unpredictable live interaction with another human: you never know how they *will* react to your input, and how *you* will react to theirs.<\/p>\n
In this talk I\u2019ll share the troubles I\u2019ve faced when asked to host 1:1 chats with Jetpack paid clients on a regular basis. The journey was full of uncertainties, and I questioned myself as a Happiness Engineer. Eventually, it helped me overcome my fears and get the best out of the products I provide support for.<\/p>\n
Starting with the pain points of a product, this talk offers a different perspective on face-to-face interactions and pre\/post-sales opportunities with potential and\/or ongoing clients. This talk is for anyone interested in how to leverage customer service to increase customer loyalty and happiness.<\/p>\n","protected":false},"excerpt":{"rendered":"
When providing pre- and post-sales support to customers, moving from an email-only mode to 1:1 (video) chat can be quite daunting. The reassuring, safe bubble of the white email textbox is replaced by the unpredictable live interaction with another human: you never know how they *will* react to your input, and how *you* will react […]<\/p>\n","protected":false},"author":14291291,"featured_media":0,"template":"","meta":{"_crdt_document":"","jetpack_post_was_ever_published":false,"_wcpt_session_time":1523787600,"_wcpt_session_duration":3000,"_wcpt_session_type":"session","_wcpt_session_slides":"","_wcpt_session_video":"","_wcpt_speaker_id":[3690],"footnotes":""},"session_track":[643127],"session_category":[289],"class_list":["post-3692","wcb_session","type-wcb_session","status-publish","hentry","wcb_track-track-c","wcb_session_category-business"],"jetpack_sharing_enabled":true,"jetpack_shortlink":"https:\/\/wp.me\/p9b3zx-Xy","session_date_time":{"date":"15th April 2018","time":"11:20 am"},"session_speakers":[{"id":"3690","slug":"stef-mattana","name":"Stef Mattana","link":"https:\/\/london.wordcamp.org\/2018\/speaker\/stef-mattana\/"}],"session_cats_rendered":"Business","_links":{"self":[{"href":"https:\/\/london.wordcamp.org\/2018\/wp-json\/wp\/v2\/sessions\/3692","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/london.wordcamp.org\/2018\/wp-json\/wp\/v2\/sessions"}],"about":[{"href":"https:\/\/london.wordcamp.org\/2018\/wp-json\/wp\/v2\/types\/wcb_session"}],"version-history":[{"count":1,"href":"https:\/\/london.wordcamp.org\/2018\/wp-json\/wp\/v2\/sessions\/3692\/revisions"}],"predecessor-version":[{"id":3693,"href":"https:\/\/london.wordcamp.org\/2018\/wp-json\/wp\/v2\/sessions\/3692\/revisions\/3693"}],"speakers":[{"embeddable":true,"href":"https:\/\/london.wordcamp.org\/2018\/wp-json\/wp\/v2\/speakers\/3690"}],"author":[{"embeddable":true,"href":"https:\/\/london.wordcamp.org\/2018\/wp-json\/wporg\/v1\/users\/erania-pinnera"}],"wp:attachment":[{"href":"https:\/\/london.wordcamp.org\/2018\/wp-json\/wp\/v2\/media?parent=3692"}],"wp:term":[{"taxonomy":"wcb_track","embeddable":true,"href":"https:\/\/london.wordcamp.org\/2018\/wp-json\/wp\/v2\/session_track?post=3692"},{"taxonomy":"wcb_session_category","embeddable":true,"href":"https:\/\/london.wordcamp.org\/2018\/wp-json\/wp\/v2\/session_category?post=3692"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}