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Eyal Avital was a part of the Customer Happiness team here at six years old. Eyal Avital is passionate about helping customers who are in need, loves to travel and eating - and he loves finding innovative solutions for customer issues. We can learn more about him!
We want to know about you - your background, your hobbies and work
I'm a devoted fan of Mr Rogers and I've always wanted the way I could assist people in some way. This led me to twenty years of support for customers, where I can assist, help troubleshoot and encourage our customers to keep going!
The
Eyal is always looking for the best restaurants
Thanks to a friend's nudge, I found , and 6 years later--never looked back. If I'm not busy helping clients and assisting them with their needs, I'm either seeking out an amazing new gem or plotting my next family adventure--with a cup of coffee on one side, and a snack in the other.
What does your day-to-day job in the company you work at?
Everyday is a fun, new experience! I get to answer customers from all around the globe and help them solve their problems. It doesn't matter if it's explaining our benefits for members or delving into a tricky problem I'm grateful to be here and can make the process easier for customers.
Unwinding after a busy day of helping customers
With AI being a more effective communications tool, I am focusing on ensuring that our support staff remain human, forming genuine connections, proactively pursuing their needs, and ensuring that everyone is understood, supported, and ready to succeed.
Do you remember one of your favourite interactions with us (potential) clients - what question/problem they had and how you solved it
A customer wanted to offer members a special offer that we don't offer in the standard way. Instead of saying "no," (we do all we can to not) I found a creative solution by using our API.
The custom solution met the needs of their customers and performed flawlessly! We all were thrilled by the outcome, turning an obstacle into a victory.
Your opinion on what is it that makes a good membership company?
I think keeping your subscribers engaged is the key to building a thriving subscription business. When creators genuinely communicate with their customers, it's about more than the mere transaction of money. It's about creating a space where members feel a sense of belonging to something.
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A few of Eyal's favourite foodie favorites
In this chaotic environment, those connections can bring the joy of connection and provide a reason to stick around.
What lessons have you learned in your studies ?
It has been my experience that effective communication is key in customer support whether either in person or on the web. Although online support might appear easier, picking the wrong tone or using the wrong language could lead to customer frustration.
This is why our PREACH communication model (Proud Reliable, Honest, Empathetic, Articulate, Clear, Human) is essential when helping any client.
Eyal is on another adventure
It is truly a pleasure to work with my support team because everyone exhibits the qualities they display in their interactions with customers. The most important lesson I can take away? Effective communication is something that you can develop through practice and a willingness to learn from mistakes.
Three tips do you have to suggest to someone from your field or department?
Three suggestions for satisfaction with customer support:
- Ask questions, then ask more questions to better understand your customer's needs and to get at the heart of their issue.
- Keep in touch if you don't hear back--customers appreciate your effort to follow throughout as everyone's working.
- Stick to your commitments--keeping your promises to customers builds trust and ensures the long-term satisfaction of your customers. You said you'd email them on a certain day and you'll never forget!