Why we're building
Customer service is tricky to get right. Exceptional customer service can encourage repeat purchases and great customer reviews, while bad customer service can shatter your public perception, cause customer churn and create a vicious cycle of unhappy customers resulting in an unhappy and overworked team.
Managing a customer service team is hard. First it means identifying the right size team to manage the Black Friday peaks or the Easter Monday troughs. Once a company gets the team size right, they have to figure out how to staff the team across the different contact channels. Then they have to factor in breaks, lunches, training time and make sure agents have a good experience and get to work on other cool and exciting projects. The best tool out there to manage all this is (prepare to gasp)..spreadsheets!
This is why we're building Surfboard.
We're created for the teams that believe a happy team makes for happy customers. A happy team means recognising Surfers for making their most important stakeholder, the customer, satisfied. It means providing fulfillment in the service role, not just having Surfers respond to phone calls all day, every day.
With the insights Surfers get from speaking to customers directly, they can provide valuable input into product and operations roadmaps, and can have a more varied contribution to a company beyond frontline service. For companies that understand and value the insights of your Surfers, we're designing Surfboard for you.
We call agents "surfers" in our platform. Contacts come in waves, and surfers are the ones navigating these waves. We're providing them with the tool to be able to do this: the surfboard. 🏄🏾♀️