“That’s probably the most important thing — understanding (customer) personas is where you need to start. It’s not a one-size-fits-all.”
– Bernard Slowey
In this episode of OneTAKE Live, host Ian Barkin sits down with Bernard Slowey, the senior director of global support — digital transformation at GitHub, to talk about the future of self-service and customer experiences, and what it really means to meet the needs of a diverse customer base.
Don’t hide your humans! While plenty of people like self-service, helpful user guides, or chatbots, others still want the personal touch of a human agent when they seek out customer service. Is your company making it easy for your customers to find the type of support they’re looking for?
According to Bernard Slowey, very few customer support plans today are taking the time to consider the value of giving customers what they actually want: “If you start off thinking about, ‘How are we going to deflect customers,’ you’re going to do the wrong things.” Slowey adds, “I’m the type of person that will do anything I can to self-serve, but if I need the human being — if I want to talk to an agent — don’t make it hard for me.”
Now the senior director of global support with a focus on digital transformation at GitHub, Bernard previously spent almost 15 years at Microsoft designing digital customer support experiences and studying all the unique ways customers interact with brands. In his current role, he drives digital transformation to augment support experiences and create meaningful relationships with customers.
Join us and find out more about the future of digital customer experiences on OneTAKE Live!