In My Team: Customer Thermometer

Every day, thousands of people rely on Customer Thermometer to give and receive valuable email feedback. We find out why the company’s customer service team has been given the nickname the ‘Ministry of Magic’.

Who makes up Customer Thermometer’s customer service team?

Our 5+ customer service team is based in our Brighton office and overseen by our managing director Jim Turner. The team provides support for over 1,500 clients and partners across 60+ countries to help them configure and get the very best from our 1-click email surveys. The team is doing a great job and ensure all customer communications are personalised and sent within a day. We also create helpful materials to assist partners with their own customer services strategies.

We just scooped the Gold Award in the 2019 Stevie Awards for Customer Service Department of the Year (Computer Software – Up to 100 Employees).

How did you get the nickname the ‘Ministry of Magic’?

Given what we do as a business, we knew that to stand out we needed to demonstrate effortless and excellent service. We wanted to create an experience that customers would remember. Then out of the blue, an email came through from a customer suggesting our customer service agents named themselves ‘magicians’, because they had given her such great service.

It was a seedling of something great and before long the idea had exploded. By 2016 we’d created the Ministry of Magic (our customer service department) with everyone working within it being a Magician since its formation, the Ministry of Magic has done fantastic work in transforming the customer service experience and journey.

As a result of the great work of the Ministry of Magic and its Magicians, we’ve achieved fantastic customer satisfaction. Practising what we preach, we survey our customers on an ongoing basis, using our own software, so our score updates itself in real time. The average satisfaction score across the past year has been 98%.

Tell us about your new channel partner programme…

Our new programme will help partners sell our cloud-based email feedback solution to drive easy subscription-based revenues. We already work with IT services, support and MSPs via embedding our feedback buttons into emails and tickets. Our industry-leading 70+% response rates give organisations access to instant insight into customer sentiment across every interaction, which enables engagement and sentiment to be effectively measured and enhanced.

What type of companies are you looking to work with more in 2019 and beyond?

We already have partnerships with over 50 helpdesks, CRM and professional services automation providers, including Salesforce, Zendesk, ServiceNow and ConnectWise. Our new channel programme is perfectly suited for managed service providers, value added resellers and Microsoft Cloud service providers to sell and distribute, enabling them to quickly benefit from easy and additional SaaS revenue from every customer email signature or PSA/CRM system integration.

And finally, who makes the best cuppa?

Lola, our client development executive, makes a truly fantastic cuppa – everyone looks forward to it being her turn!

Entries for PCR 30 Under 30 are now open. Nominate yourself or a colleague now!

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