Who is Chatmeter? Meet Two of Our Customer Success Superstars!
At Chatmeter, customers come first. That’s why our Customer Success team is made up of some of the nicest, hard-working people you will ever find. In this blog, I’d like to introduce you to the people dedicated to helping our customers find local SEO success, Ally and Allen.
Ally and Allen are both Customer Success Managers, helping a combined 120+ clients to get the most out of the Chatmeter platform. Our dedicated customer success team of 6, is one of the best in the nation, with a world-class Net Promoter Score (NPS) of 70, ranking above Amazon and Southwest.
Not everyone is lucky enough to work with great co-workers like we have here at Chatmeter, but Ally and Allen also happen to be best friends and they’re pretty much inseparable (hence the joint blog post). Let’s take a look at everything this duo does to help our customers achieve their local SEO goals.
What does a typical day for you look like?
Ally: “When I get in, the first thing I do is say hi to my team, grab my cat mug, fill it with coffee, then dive into my emails. I always like to check and see if there are any client issues I need to address immediately.”
Allen: “I always arrive at the office with my cold brew.”
Ally (chiming in): “Yeah, he has like 7 cups on his desk!”
Allen: “Well, I have a morning cup of cold brew as I check my emails and address any immediate customer concerns. If everything looks good, Ally and I then spend some time catching up before we dive into our work for the day. I like to spend the morning prepping for my client meetings and reviewing new product release notes. Then I’ll have another cup of cold brew in the afternoon to keep me sharp for the rest of the day.”
What does a typical client check-in meeting look like?
Ally: “We usually have monthly or quarterly meetings, depending on client need. Most people are pretty eager to see their progress and learn new ways to improve their brand’s reputation.”
Allen: “I always like to start off my meetings to see if my clients have any open issues.”
Our customer support agent, Ashley, is extremely quick in resolving customer issues responding in less than an hour and resolving 45% of support tickets within 5 hours.
Allen: “I then check in to see if the client has accomplished the goals we discussed since our last check-in. Once we catch up on past goals, we’ll review their progress by looking at the analytics. Did they improve their rankings, are they getting more reviews, how frequently have they been responding to reviews? These are all things we look at and make a plan to improve for the next month.”
Ally: “I like showing them what new features we have, most customers love seeing how we took their feedback and made improvements to our features since we last spoke.”
Our developers are always hard at work making improvements to our dashboard. Every other week, our development team releases a new feature or update to the platform which are all designed to make managing your brand’s reputation easier. It’s incredibly impressive to see what our developers can accomplish in a short 2-week span.
Ally: “There’s always a new update to the platform. I love taking the time to show them how they can use our dashboard to make their job easier. It’s always really great to see how they’ve been utilizing our platform to improve their LBV score. Then I show them how they can improve for the next month. Our clients are super eager to learn what they can do to grow their brand’s online visibility and local reputation.”
Our dedicated customer success team of 6, is one of the best in the nation, with a world-class Net Promoter Score (NPS) of 70 Click to tweet
Our Chatmeter platform has a ton of different features, which feature is your favorite?
Ally: “I love the reviews tab!”
I didn’t even get a chance to finish the question before she blurted this out.
Ally: “In my opinion, the reviews tab is the most actionable tab that we have. Users can easily see their reviews and respond to them. The rotating review response templates are my favorite because it makes the job of our clients so much easier. It’s way better than standard bulk responding because you can add variation and personalization to your review responses without having to do more work.”
Allen: “I’m really excited about our expanded Workflow feature.”
Chatmeter’s workflow tool is on track to be fully expanded by early October. It will include live notifications, the ability to assign tasks, the status of a task, a breakdown tasks by type, and much more.
Allen: “The workflow feature takes the guesswork out of managing your brand’s reputation. There are actionable notifications and the ability to easily delegate tasks. It really just helps you to get stuff done.”
Do you have any advice for new clients or people looking to improve their brand’s reputation?
Allen: “I think it’s important for people to know that there your listings can change about every 6 days.”
Consumers can suggest changes to your listings and if the listing site approves the changes it’s then public for everyone to see. On average, most business listings see a user suggested change every 6 days.
Allen: “If you don’t have someone (like Chatmeter) monitoring those changes for you, it’s easy to miss those changes. Our dashboard even makes it easy to fix those errors.”
Ally: “Clients are always asking me how they can improve their brand’s online visibility. People need to know it’s important to be active everywhere. It’s one thing to have accurate information online but you need to be actively responding to reviews, update your business information, and building up your social media presence. There’s a lot of factors that go into local search rankings.”
Breakdown of Google Ranking Factors
Do you have any great customer success stories?
Allen: “I always love when people respond to negative reviews and they get a positive outcome from it. I’ve heard stories about clients getting referrals because of the way they responded to a negative review. Or they’ll make a repeat customer out of that negative reviewer. All this just by taking 30 seconds to add some merge tags (dynamic content pulled from the review to personalize the response such as name or company) into a preformatted template.”
Ally: “I constantly have people telling me how happy they are with our service or that we’re their favorite [reputation management] company to work with. I can’t tell you how many horror stories I’ve heard from other customers about the poor customer service they received from the company they worked with before us. We try so hard to give our clients the best support we can so it’s always nice to hear that we’re exceeding their expectations.”
I love working at Chatmeter, what do you love about working here?
Ally: “My team is amazing, everyone is so supportive and transparent. They keep me motivated. I also love that I get to work with Allen, we have so much fun it just makes coming to work that much better.”
Allen: “I too love the fact that I get to work with Ally, among the many other amazing people we work with.“
Then Ally and Allen both eagerly shared how amazing and supportive Chatmeter’s Director of Operations, Jared is.
Allen: “Jared is a great leader! He brings a lot of structure and vision to our team. As our days get busy with meetings, calls, and emails, he helps us by removing as many hurdles as possible and providing the autonomy it takes to give our customers the best experience possible. Speaking of the customer experience, our customers are awesome, they give the best feedback and it helps us to improve our product.”
Ally: “Yeah, the ability we have to make an impact on our product, based on customer feedback is so cool. I’ve never had that at any other company.”
Our Founder and CEO, Collin Holmes, really stresses the importance of a good work-life balance. What does your life outside of work look like?
Allen: “I’m training for my third Ironman coming up in November. I also coach a competitive youth swim team. And just this week, my wife and I adopted a dog named Shiner.”
Ally: “I do a lot.” (Ally and Allen both start laughing.) “I play intramural kickball and soccer, I go paddleboarding, wakeboarding, and I love to cook! I’m always traveling, if I can fit a trip in over the weekend, I’ll take it! But that does mean I’ll be away from my adorable cat, Ella.”
Ally and Allen are great people to work with, they’re pretty entertaining to watch. They’re also really good at their jobs, both Ally and Allen are constantly receiving raving reviews from customers and there is no way our clients would have the same great experience without them. We rely on the feedback Ally and Allen get from their client meetings to make improvements to the product.
If you want to see what it’s like to work with a dedicated customer success team to help you manage your brand’s reputation, sign up for a free demo to learn more.