Business
Customer service goes beyond just answering emails and phone calls. When managed correctly, every interaction with customers can generate key insights that help grow your business.In this episode, Steve Amaza, a Customer Success Manager for User Operations at Paystack, speaks about how Paystack uses customer service data to improve the product, the tooling that the team uses to keep up even as the company scales, and the value of empathy and a problem-solving mindset in building a world-class customer support team.IN THIS EPISODE WE TALK ABOUT0:00 — Introduction2:08 — Using customer service data to improve the product4:12 — Key metrics for support teams5:03 — How to handle acutely unhappy customers6:47 — Using documentation to scale support9:06 — [Paystack Merchant Alert] Introducing Bento paystack.com/bento10:17 — Why solving the problem matters more than simply giving a response11:40 — Deep empathy as a customer service superpower13:38 — Episode recapLINKSConnect with Steve Amaza on LinkedInFOLLOW USThe Decode Fintech newsletter is a weekly email summary of the most important news in African fintech. Subscribe to receive original commentary and curated stories, as well as the latest episode of the podcast.Subscribe to the Decode Fintech NewsletterFollow Decode Fintech on TwitterDECODE FINTECH IS BROUGHT TO YOU BY PAYSTACKPaystack helps Africa's most successful fintechs build and scale popular financial service products with the industry's best-documented APIs. Please visit paystack.com/fintech to find out more.