Summit14: Keynote3 - Customer Feedback - Lahey

The Art of Listening: How Customer Feedback Molds Award-Winning Support

David LaheyVP, Customer Success@dlahey

Mission of Customer Success

Onboarding Support ServicesEngagement

What We Promised Last Year

Toll-Free Phone Support (855-315-HIRE)

2013-Q2 2013-Q3 2013-Q4 2014-Q1

Adoption

http://jobvitestatus.tumblr.com

JobviteCares@jobvite.com

@JobviteCares

Automated Monthly Account Reviews

Winner of Three 2014 Stevie® Awards

Front-Line Customer Service Team of the Year

Customer Service Department of the Year

New for 2014!

NEW! Support Hours

Sunday 6:00pm Pacific thru Friday 6:00pm Pacific

NEW! Support Case Feedback

NEW! Real-Time Support via Chat

Requesting Chat

Requesting Chat

Interacting with Chat

Interacting with Chat

What’s Next

Implementation of Knowledge

Support Portal Integration

My Goal for Your Success

Effectively & Efficiently Configured

Getting Answers Quickly

Building Integrations & Web Pages

Ensuring a Return on Investment

David LaheyVP, Customer Success@dlahey

THANK YOU!