That One Feedback Our Care Experts Will Never Forget

“The most rewarding part of the job is the moment during the call when you realize you found the solution for the user”; “Helping this user build a more professional site made me realize how valuable our help can truly be”; “We have to be friendly, confident, adaptable, patient and compassionate”. Wix’s Customer Care Experts spoke with us about what makes them love what they do

Customer Care Experts are at the forefront of our connection with our users. They’re the ones who guide them through our ever evolving products, reveal new features that help them grow their businesses and solve problems when they occur. We spoke with a few of them to hear about their most memorable conversations with users, what makes them feel rewarded and what they think it takes to be great Customer Care Experts at Wix.

Kevin del Rosario, one of our Customer Care Team Leads in San Francisco, still remembers a conversation he had with a user who was an employee at an adult school for immigrant students in Los Angeles.

“She was having difficulties creating a staff directory with a list of clickable emails using databases and was very frustrated because she couldn’t figure out how to remove the ‘mailto:’ text that appeared before every email address”, he recalls.

“After spending weeks trying to figure it out, she finally decided to contact support. While speaking with her, I discovered that she didn’t have a lot of experience using databases/code. Rather than using databases, I was able to come up with a much simpler solution to her issue. We created a list and linked the email addresses manually through the editor. The user was extremely thankful for my help and began crying while I was on the call.

“This interaction made me realize how important our roles are in support. What seemed like a simple solution to me, ended up being a pivotal moment for the user. She mentioned how she felt incompetent due to her co-workers comments on her inability to resolve the issue. Being able to help her build a more professional site and provide additional suggestions made me realize how valuable our help can truly be”.

Kevin says that the most rewarding part of his job is being able to educate users on our platform. “Since Wix made the switch from a ‘Customer Support’ approach into a ‘Customer Care’ mindset, I noticed a large shift in my interactions with our users. The Customer Care approach allows Experts to converse with our users and provide recommendations to help them grow their businesses while reaching their goals”, he says.

What are the challenges?

“As you can imagine, not every support interaction we have is pleasant. However, I’ve looked at every situation as a challenge and took it head on. When we have upset users, my number one priority is to ensure that their frustrations are heard and their needs are fulfilled. Being able to turn these negative interactions into positive ones can be a daunting task. Turning these interactions around requires us to listen, empathize, and come up with creative solutions.

“It’s very fulfilling knowing that I’ve helped our users build a successful online presence. Oftentimes, I like to put myself in the shoes of our users to provide the best support possible. I understand that our platform can be a bit overwhelming for some of our more novice users, and I love being able to help them maximize the use of our platform. Additionally, I have the opportunity to share my expertise with my friends and family who are also building their online presence”.

Rajiv Sokay from Dublin, a Quality Control Analyst who also takes calls from users, knows this feeling well. “I think the most rewarding part of the job is the moment during the call when you realize you found the solution for the user. Customers can call us frustrated and providing a solution for them will quite often make their day. Another enjoyable part of the job is that Wix encourages us to build a relationship with our customers, and this is its own reward because it makes calls much more enjoyable. I had a customer who at the end of a call said they were planning to come over to Ireland on holidays this year, and they wanted to take me out for dinner!”

“You must be willing to go the extra mile to support the user”

Steven Barr from our Denver office says that he feels the most rewarding part of his job is knowing that Wix Customer Care Experts have a daily impact on people and businesses around the world. “Working with partners and store owners allows me to speak to some of the most interesting people I have ever interacted with. Making someone happier is not done with any special tactic. We are all people, we all need help. After going through the craziest year of my life, all I try to do on every call is let the user know they are connected with a human and the fact that I understand what they may be going through is much deeper than just a website!”

For Brandon Reed from our San Francisco office, the most rewarding part of his job is the feeling of knowing that he made an impression on a user's experience. “Moving them a step further beyond what they called in for is the icing on the cake. Once the initial issue is resolved, I’m able to circle back to my roadmap and make a valued proposition. The proposition could have been a tool the user had no idea about and can benefit from its features”.

“For me, the most satisfying part of my job is leaving the user with a better understanding of an issue, and empowering them to complete the tasks they can do on their own with encouragement”, says Mercedes Alexander from our San Francisco office. “Our Customer Care Experts must have a passion for helping people, and be open-minded. This is important because the overall goal is to help our users succeed. We as a company are constantly changing, and this is the reason open-mindedness is vital”.

Kevin: “When I think about the most important qualities of being a Customer Care Expert at Wix, there are several that come to mind. I think some must-have qualities include being friendly, confident, adaptable, patient and compassionate. As you may know, Wix is a very diverse platform that has a plethora of different features/ applications. With that being said, it’s impossible to know everything about the platform and be ‘comfortable’. Being able to adapt to all of the changes in product and the organization as a whole is a key contributor to your success. As a Customer Care Expert, you must be willing to go the extra mile to support our users. All-in-all, I believe that in order to be a successful Customer Care Expert at Wix, you need to be a confident problem solver while being a compassionate and friendly human being!”

Vanja Trobic Adamovic from Wix Dublin, says that for her, the heart of being a Customer Care Expert at Wix is interest and respect. “It means simply approaching both my team members and customers with genuine interest in their stories, and full respect for who they are, at any given time. I started listening closely to people’s inquiries, helping them with whatever it was they needed, but always allowing a bit of extra time for a chat or advice, if I felt people were interested in it”.

Steven: “To be a Wix Expert you have to be creative, innovative, one of those outside the box kind of thinkers, but most importantly have a heart. Because it feels great knowing you have helped someone in a position of need”.

Interested? Check out our open positions in Customer Care.

This blog was created with Wix Blog