Convo with Salesforce MVP and SMS Screen Magic
Convo with Salesforce MVP and SMS Screen Magic
Recently, Salesforce MVP Nik Panter interviewed Rahul Shirgopikar from SMS Magic about a career in customer service and technology. Here are some highlights – and great customer service takeaways – from that conversation. Learn more from Rahul in this AppExchange ebook: bit.ly/appybackoffice.
Recently, Salesforce MVP Nik Panter interviewed Rahul Shirgopikar from SMS Magic about a career in customer service and technology. Here are some highlights – and great customer service takeaways – from that conversation. Learn more from Rahul in this AppExchange ebook: bit.ly/appybackoffice.
Nik Panter
Tell me a bit about yourself, Rahul.
Rahul Shirgopikar
I initially started my role in my career as a customer support executive. At that time, I closely worked with the development team and product managers.
Rahul Shirgopikar
Later on, I moved into the full-time product management role.
Rahul Shirgopikar
Fifteen years later, I'm working with Screen Magic and I'm heading the Customer Success team here, and it feels like I've completed the circle.
Nik Panter
How so?
Rahul Shirgopikar
We at SMS Magic believe that customer service is an integral part of our product offering. The customer service team has been a critical source for product feedback. It tells us what customers think about our product.
Nik Panter
Customer service has definitely changed and evolved over your 15+ year career. What kind of service do you think customers expect today?
Rahul Shirgopikar
Nik, businesses are no longer compared just to their competitors. They are compared to other businesses outside their industry that provide great service experience.
Nik Panter
Very true.
Rahul Shirgopikar
Also, a customer wants quick and personalized service. They are looking for proactive service which anticipates their needs. Educational content works well, reducing tickets.
Nik Panter
Great!