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Your users want to like you so give them a reason to love you

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Customer experience is such a subjective thing; one bad experience could easily trump all the previous good experiences that you may have had with a brand. I consider this especially true when it comes to dealing with customer support reps. During the last week (and busiest week) of our calendar year, I experienced two IT nightmares from hell at our little shire (office), from our internet suddenly giving us the red light of death in the middle of our super busy day to our printer developing a mind and attitude of its own and refusing to print more logos to add to our customer wall!

It wasn’t my first time calling the support line for either vendor and they had our account info – so they could have easily seen all of our previous interactions. What shocked me the most was that each time I was transferred to the next level up (and after repeating procedures I had already done on my own trying to troubleshoot – which drove me insane), the new rep would ask me for my account info again and then…wait for it….what the issue was. It gave me the feeling that the departments are all out of sync. I was getting more and more frustrated with each transfer — all I wanted was for the internet and printer to work and an explanation why they failed!

Dear Customer Service Reps: User data is your friend. Contact logs are your friend. Take a moment to acquaint yourself with the situation and understand if the user is calling regarding a recurring issue or something new.

Although sometimes customer service (or however your company names it) is considered a “firefighting” role, there are many ways to handle these situations. Understand the why the customer is calling in and what their history is. Sometimes it’s totally okay to go off-script, I know you’re not a robot, so I appreciate it when you don’t act one.

That’s why I’m thrilled that Totango is part of’s Top 5 list of must try sales software for sales reps in the new year!

“With Totango, it’s all about improving the customer experience, and in an era when the customer has more power than ever before, nothing is more important than making them happy.”

Online businesses that are “reaching out” to customers/users without clearly understanding what stage they’re currently at, can (and will) leave less than satisfactory impressions. So sales reps, customer service reps, marketing reps…and any other customer-facing reps, it’s time to kick your online services into overdrive by truly understanding usage and engagement.

Jill Rubin

Jill is a senior marketing and business development executive with experience leading successful teams in both large companies and startups. She has taken companies from early stage to strong revenue growth and propelled established businesses to industry leadership positions.

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