How we provide great customer service

Joshua Porter, Co-founder

“The process of setting up Performable was much

easier than I expected, due in large part to excellent

customer service and easy-to-use software. When

their sta! promises something, they deliver - even if

it is customized code to meet your needs. All the way

around, using Performable has been a pleasant

surprise. Set up was faster than I would have thought

possible. Thanks Performable!”

Kristin Larsen, MyStrategicPlan.com

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Principles

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Principles

1. Customer service = personal relationships

Visit us: performable.com Call us: 1-888-268-6035

Principles

1. Customer service = personal relationships

2. Under promise, over deliver

Visit us: performable.com Call us: 1-888-268-6035

Principles

1. Customer service = personal relationships

2. Under promise, over deliver

3. Whatever happens, solve their problem

Visit us: performable.com Call us: 1-888-268-6035

Principles

1. Customer service = personal relationships

2. Under promise, over deliver

3. Whatever happens, solve their problem

4. The role of helper is best

Visit us: performable.com Call us: 1-888-268-6035

Principles

1. Customer service = personal relationships

2. Under promise, over deliver

3. Whatever happens, solve their problem

4. The role of helper is best

5. Embrace the evangelists

Visit us: performable.com Call us: 1-888-268-6035

Principles

1. Customer service = personal relationships

2. Under promise, over deliver

3. Whatever happens, solve their problem

4. The role of helper is best

5. Embrace the evangelists

6. CS improves your product, period.

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Tactics

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Tactics

1. Everybody at Performable does support, we rotate responsibility daily

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Tactics

1. Everybody at Performable does support, we rotate responsibility daily

2. Every relationship deserves a hando!, which takes more time but is worth it

Visit us: performable.com Call us: 1-888-268-6035

Tactics

1. Everybody at Performable does support, we rotate responsibility daily

2. Every relationship deserves a hando!, which takes more time but is worth it

3. Do post-mortems on failures, figuring out exactly what went wrong

Visit us: performable.com Call us: 1-888-268-6035

Tactics

1. Everybody at Performable does support, we rotate responsibility daily

2. Every relationship deserves a hando!, which takes more time but is worth it

3. Do post-mortems on failures, figuring out exactly what went wrong

4. Complete transparency, we often have and keep conversations public

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Technologies

Tried Zendesk, then Tender,

now using Assistly.

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Technologies

We use Salesforce to monitor and

hand o! from sales.

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Technologies

We use our own tool, Performable, to unify a customer’s experience

and provide support over time.

“Good service pleases both the giver and the recipient by the beauty of the

performance, thereby enhancing life and adding value to an event that would

otherwise be only a transaction.”

James Hillman, Kinds of Power

Thank you!