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Eyal Avital has joined the Customer Happiness team at six years old. Eyal Avital is passionate about helping customers who are in need, loves to travel and eating and loves to find creatives solutions to customer challenges. Learn more!
Tell us about yourself - your background, your hobbies and work
I'm a huge lover of Mr. Rogers and always wanted in any way that I could help others. This led me to twenty years of support for customers in which I help provide assistance, assist with troubleshooting, and encourage our customers to keep going!
The
Eyal loves searching for the top new eateries
After a suggestion from a friend to find it, I did the place, and six years later I have never thought about it. If I'mn't helping my customers, I'm a foodie on the hunt for the best new hidden treasure or planning my next trip with the family, drinking a coffee in one hand and a snack on the other.
What does your day-to-day job there at Ensuring
Every day, is a fun, new adventure! I have the opportunity to help customers from all around the globe and help them solve their problems. It doesn't matter if it's explaining our membership features or untangling a tricky problem I'm happy to be here, and help make the process easier for customers.
Unwinding after a busy day of helping customers
With AI becoming a growing technology for communication, I concentrate on keeping our support human--building genuine connections, proactively pursuing their needs, and ensuring everybody is supported, well-informed and able to achieve.
Please relive the most memorable interaction you had with us (potential) customers - the issue or problem they faced and how you dealt with it
A customer wanted to offer an offer to its members does not exist from the start. Instead of saying "no," (we do our best not to) I discovered a novel solution using our API.
The custom solution met the requirements of their clients and was flawless! The team was all delighted with the result, turning an obstacle into a victory.
Your opinion on what does it take to make a successful membership business?
I think keeping your subscribers engaged is the key to developing a profitable subscription-based business. When creators genuinely communicate with their customers, it's about more than simply a transaction for money. It's about creating a space where members feel like they belong to something.
The
A few of Eyal's favourite foodie favorite dishes
In a chaotic world connectedness can provide the joy of connection and a reason for members to remain.
What lessons have you picked up from your experience ?
Effective communication is key in customer support whether either in person or on the web. Although online support can be easier to access, using the wrong tone or using the wrong language could result in customer discontent.
That's why using the PREACH communication model (Proud responsible, Responsible and Empathetic, as well as Articulate, Concise, Human) is essential when helping every customer.
Eyal on another adventure
I am truly grateful for working with my team of support, as everyone embodies the same qualities when it comes to customer interaction. What is my most valuable lesson? Communication is a skill you build with practice and a determination to improve from your missteps.
What three tips would you offer to a person in your department or industry?
Here are three tips for success in customer support:
- If you have questions, ask more questions to better know your customers' needs and to get at the heart of their issue.
- Follow up consistently if you don't hear back--customers appreciate the effort in following through as everyone's working.
- Stick to your commitments--keeping promises made to your customers increases trust and provides the long-term satisfaction of your customers. You said you'd email them one day in advance and you'll never forget!