Every aspect of our organisation is driven by customer experience, from the front line to the boardroom. I lead a team of customer success-focused professionals dedicated to excellence across various areas, including service proposition management, product support, service delivery, customer engagement, and project management.
We create software for accountants and tax advisors, and it’s an exciting time for us as we transform to become a Software as a Service business. Despite the pandemic, our service remained uninterrupted in a disruptive landscape where our Customer Success team had to shift to a remote working model quickly. And in mid-2020, we launched several initiatives that have proven to be real differentiators in the competitive tax and accounting software industry. Now that we’ve had time to evaluate and measure our success, we’re ready to share what we’ve achieved and the successes we’ve seen in our customer experience.
Embedding customer experience across our entire organisation
Today, organisations are breaking siloes and realising just how essential it is that everyone across the business is aware of and accountable for CX improvement. Our team leads customer feedback sessions to encourage open and honest discussions with our customers to identify both our strengths and the areas which may need more attention.
We have developed dedicated programmes such as our Customer Service Week series, where our team shares best practices and expertise from a CX point of view, engaging teams from engineering to sales, to marketing in what it means to provide the best possible customer experience.
Improved customer journey: you said, we listened
Customer journey research is used extensively throughout our organisation, and we have shared the results extensively to encourage wider feedback across the company.
We have conducted extensive research surrounding our customer journey to identify pain points to improve on. We have identified a number of areas where customers share increasingly positive comments: in reliability/quality, ease of use (content and resources) empathy, and responsiveness.
