The Head of customer happiness is responsible for building the greatest customer service (bringing ours from 6/10 to 10/10). This person will build a multilanguage team (recruiting, coaching, structure, etc.) and give them the right tools and processes to increase service quality and efficiency. Identify sources of issues to create a feedback loop and decrease the risk of friction. This person will also define and implement the tone of voice of Kazidomi towards customers.
- Automate a maximum number of processes
- Set up a call centre that can be reached on a large time frame
- Increase coverage of answers in the evening 8pm and weekends by end of 2021
- Increase average # of tickets per person per day
- Reduce number of tickets by order by avoiding preventable reasons for questions/complains (e.g., usability of the website, FAQs, emailing automatation, etc.)
- Reduce average time to answer
- Increase customer satisfaction
- Set up a team structure to benefit from technical expertise for the most complex questions (e.g., dietitians, nutritionist, etc.)