It is time for Meet a Leapfiler!

Meet one of the awesome members from our client service team, CJ!

In the last couple days, rumors are flying around in the office as we are proposing a theory that CJ used to secretly be a rock star (based on some pictures we saw from his college days) although he has yet to confirm such rumors. Apparently CJ had a wild side that he has never showed anyone here in the office! So with this interview, we are looking to discover CJ beyond that warm, friendly guy who always has a big ol’ smile on his face.

Q: So… Tell us more about what the client service team does:
A: Our client service team works with a very diverse user base including novice users, geeks and system admins. We help them with their questions ranging from "what is my user name?" to "how can we set up Single-Sign-on with the Active Directory server?"

Q: What is your favorite part about being here at LeapFILE?
A: For me, each support ticket is an opportunity to engage with our clients and find out about how they use LeapFILE, what they like the most or what changes they would like to see. When I look at all the issues I resolved so far, I can see how I increased customer satisfaction and improved our product as well. My favorite part? Ticket by ticket, I am making a difference. 

Q: From your experience, what do our clients value the most from our service?
A: Personally, some feedback I got was from our clients is that they were impressed at how reliable and easy to use our service is. Also most were very please with our dedicated support team. We offer a wide range of tools to let clients contact us, such as browsing through our support portal, submitting a ticket, emailing request, call us or follow us on twitter. I remember a client who recently switched simply because she wanted dedicated support.

There is a difference between just answering support phone calls and to actually devote ourselves to resolve problems. I have been in the support industry for quite a while before working here at LeapFILE. Many companies believe in the policy that – “if you can’t fix the issue, fix the customer”. They will offer goodies, rebates rather than resolving the real issue at hand. That is not what we do here at LeapFILE. We learn about the problems, try to support our clients and fix issues as quickly as possible.

Q: What do you think we should do as a team to improve our client experience?
A: Listen to what our clients want and deliver it on time. We gather all the feedback and work closely with the engineering team to improve the product and resolve issues right away. Sometimes out clients are surprised to see how responsive we are.

Q: So… seriously, what was life like when you were a rock star? (To get a better sense of what I am referring to, follow @leapfiler on twitter and you will see)
A: What do you mean? I am still a rock star! I just changed my style ;)

Q: Just kidding! We just wanted to illustrate how awesome you are since you are one of our clients’ favorite Leapfiler! Would you please bring in samosas to work again sometime?
A: Sure. Anytime! How about this Friday?

CJ, I hope you know we will all hold you to this offer!