How the Expectations of Millennials Have Shaped Customer Service

Research commissioned by KANA Software has revealed the high expectations of consumers operating in a digital world, with data showing that consumers’ patience has, in some cases, decreased from 10 days to 10 minutes in the space of a generation. In the age of the millennial, clients expect fast results and ease of use with the software they use.

We see this trend and expectation coming to philanthropy as well. Our clients want changes and features implemented quickly. So we’ve built a software platform and client success team to do just that. To highlight this, I recently was on a call and the client was asking for a change. I was able to make the change in a sandbox environment, test it, and show it to the client while they’re still on the phone. The client approved and asked, “So when will that be ready?” I clicked the button and replied, “It’s already live.” This situation is not all that unique to our Client Success team where a client-centric approach that focuses on our clients goals and expectations is just as important to us as our software.

We do not believe customer service is enough to satisfy client’s expectations, it takes a team. Indeed, a partnership is so key to our approach we deliberately choose the name ‘Client Success’ versus the more commonly used ‘customer service’.

Our migration tool is an example of how our client success team and our software work together. With the migration tool, changes can be tested and then pushed to the live server or even rolled back if necessary, all at the push of a button. Rather than wait for an implementation team to make changes or having to risk making changes in a live environment, our client success team takes care of it and the customer gets the best of both without compromise.

We are able to deliver changes efficiently at no additional cost and provide feedback built on best practices working with hundreds of companies over the years. Every client is matched with a dedicated Client Success Manager so there is always a person available to offer support, whether it’s a routine request or a last-minute emergency. Our Client Success team is not simply there to ‘service’ the product. You will not be in a customer service email queue. You will have a true partner in the process that wants to see your programs succeed. We tell our clients to think of your Client Success Manager as an extension of your team.

Customer Service is slow and limited. Client Success allows us to deeply understand the needs of clients philanthropic programs to ensure they get the best solution possible while meeting expectations for fast results.

Versaic’s clients include many of the most influential brand leaders among the Fortune 500. For more information, visit contact  877-712-9495  or info@versaic.com