Terms
Eyal Avital was a part of in the Customer Happiness team around the age of 6. Eyal Avital is passionate about helping customers as well as food and travel as well as finding creatives solutions to customer challenges. Learn more!
Let us know more about you: your education, your interests, and your career
I'm a big admirer of the character Mr. Rogers and always wanted in the way I could assist people in some way. It led me into 20 years in customer support and I have the ability to assist, help troubleshoot and encourage our customers to keep going!
The
Eyal enjoys searching for the best eateries
A friend's suggestion to find it, I did , and 6 years later--never looked back. If I'm not busy helping clients, I'm a foodie looking for the best new hidden gem or plotting my next adventure with my family--with a coffee in one hand and a snack in the other.
What is your typical day job in the company you work at?
Everyday is a fun, new adventure! I am able to assist customers from all around the globe and help them solve their problems. If it's educating them on our benefits for members or delving into an issue that is difficult to solve, I'm glad to be here, and help make the process easier for customers.
Rewinding following a long day serving customers
With AI becoming a growing communications tool, I am focusing on keeping our support human--building real connections, actively pursuing the needs of their clients, and making sure everyone feels supported, understood, and ready to succeed.
Do you remember one of your most memorable interactions with our (potential) customers - the issue or problem they faced and how you dealt with the issue.
The customer was looking to offer members a special offer that isn't available in the standard way. Instead of saying "no," (we do our best not to) I came up with a clever way to do it using our API.
The custom solution met the requirements of their clients and was flawless! We were all thrilled with the outcome, turning a challenge into a win.
In your opinion, what is it that makes a good membership company?
I believe keeping your members engaged is the key to building a thriving subscription company. When creators are able to connect with their members It's more than the mere transaction of money. It's about creating a space where members feel a sense of belonging to some sort of community.
The
Some of Eyal's foodie favorite dishes
In a chaotic world these connections may bring joy, connection, and a reason for members to remain.
What have you learnt from your experience ?
I've learned that effective communication is essential to customer support, whether it's face-to-face or online. While online support may seem easier, choosing the wrong tone or using confusing language can cause customer frustration.
This is why our PREACH communication model (Proud Reliable, Honest and Empathetic, as well as Articulate, Clear Human) is vital when it comes to helping each client.
Eyal in a new adventure
I truly love working with my support team since everyone is a model of these qualities in their customer interaction. The most important lesson I can take away? Great communication is a skill which you develop with time and the willingness to learn from the mistakes you make.
Three tips do you have to suggest to someone from your industry/department?
Three suggestions for satisfaction with customer support:
- You can ask questions and then MORE questions, to fully comprehend the needs of your client and get to the root of their problem.
- Follow up consistently if you don't hear back--customers appreciate the time and effort put into following through as everyone's working.
- Stick to your commitments--keeping your promises to customers builds trust and ensures the long-term satisfaction of your customers. If you said that you'd send them an email on a certain day, don't forget!