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Sweatcoin is a digital currency backed by physical movement. It makes people more active,…
Articles by Oleg
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How can you effectively handle customer complaints as a customer success manager at an early-stage startup?
There is an endless list of hacks to consider: 1. Use AI for the most basic front-line issues that require detailed explanation. This will free-up your people to deal with more complex issues more thoroughly AND spend some time on collating the feedback for the management and the product team for action. 2. Never ever assume that what comes in through this channel is the true sentiment on the market. What you are dealing with is the most negative segment of still salvageable users. If these people write or call they are for sure your future customers. The worst is silence as it means your users do not care enough to even share their frustrations, so busy support is a sign of a vibrant product and community.
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How can you effectively handle customer complaints as a customer success manager at an early-stage startup?
Of course you need to offer a solution, but do not forget that sometimes by offering a solution on the spot you might make matters worse. There is nothing wrong with promising to get back shortly and respond in few hours. The user is likely to respond even more positively to a slightly delayed response and it carries the feeling of thoughtfulness and effort you put into helping them. But never ever take more than 24 hours!
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How can you effectively handle customer complaints as a customer success manager at an early-stage startup?
If for you - like me - empathy is not coming easily then what is helpful is to think about the feedback as a priceless opportunity to learn from the user who is clearly finding your product interesting and beneficial so much so that they are prepared to take their time and explain to you what change in your product or proposition would make it golden for them. How amazing is this? How much would you normally pay to get an insight like this? But being empathetic is better :)
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Made it to NFT Paris and looking forward to catching up with everyone!
Made it to NFT Paris and looking forward to catching up with everyone!
Liked by Oleg Fomenko
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Just made another thing to solve another problem: An app which lets you add personas, each of whom have backgrounds and goals, and then watch them…
Just made another thing to solve another problem: An app which lets you add personas, each of whom have backgrounds and goals, and then watch them…
Liked by Oleg Fomenko
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Lots of people assume that because we’re creating a new reputation layer for builders, we’re trying to replace LinkedIn. The truth? We’d actually…
Lots of people assume that because we’re creating a new reputation layer for builders, we’re trying to replace LinkedIn. The truth? We’d actually…
Liked by Oleg Fomenko
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The Road to One Trillion AI Agents starts with millions of users. Pop into the event hosted by @NEARProtocol during #EthDenver to learn how we…
The Road to One Trillion AI Agents starts with millions of users. Pop into the event hosted by @NEARProtocol during #EthDenver to learn how we…
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