The Secret to an Award-Winning Customer Service TeamMarch 23rd, 2015
Zenfolio has been recognized with multiple awards as of late, most recently Best Professional Product, Best Professional Website Provider and—for the first time—Best Professional Customer Service at the 2015 Societies Photographic Convention.
In addition to providing a great service for photographers, our customer support is what sets Zenfolio apart from the rest. Many companies ask the question: what is the secret to building a successful customer support team? For us, the answer is a commitment to timely responses, boatloads of photography experience and a Zen approach.
On any given day, most emails are answered within two hours, and in a recent survey, 84 percent of users reported that the customer support team resolved their issue quickly and completely in the first response, and nine of out 10 were satisfied with email response time. Zennies frequently write us to let us know how pleased they are with our customer service. One Zen user, Greg Johnstone, says, “You have the best customer support of any company that I have ever dealt with.”
“Our team, made up entirely of talented people with a passion for photography (it’s a job requirement), has the drive and expertise to help the full range of all our customers—from hobbyists to pros,” says Director of Customer Support, Peter Hayes. “We love providing answers to all the questions that come our way, and helping people make improvements to their sites.”
When it comes to experience, our support team has it in spades. We asked each member of the Zenfolio support team how many years they have been taking pictures, and the average number was an impressive 18 years. They have an average of three years working at Zenfolio and boast a quarter of a million resolved cases and 18,000 live chats.
And with additional languages added to Zenfolio sites this year, the team is able to help people not only in English-speaking countries but all over the world.
“We are especially excited to now be able to offer support in multiple languages (German, French, Spanish, Portuguese and Dutch), and across multiple time zones,” says Hayes. “We will continue to strive, every day, to provide the best possible support.”
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