Response Time: Vol. 12
You satisfy your customers, but can you satisfy our curiosity?
With Brittany Page, VP of Customer Success at Billy.
Please tell us a little bit about your company and what you do there.
I am the VP of Customer Success at Billy, an all-in-one compliance platform. We automate the requests, reviews, and renewals of certificates.
Which celebrity would be really great at your job, and why?
Bradley Cooper – he is well spoken, seems intelligent and caring, and always has a smile on.
What’s the most valuable thing that working in customer service has taught you?
To listen, be patient with everyone, and always go above and beyond to actually learn about them – not only their company.
What’s your greatest productivity hack?
Exercise in the morning, take breaks, and set a single goal for the day.
What gif best describes your mental state right now?
What’s the best customer service you’ve ever experienced?
USAA Insurance.
What’s the worst customer service you’ve ever experienced?
We don’t talk mean about others 😉
Which movie robot would you choose as your AI sidekick, and why?
Rosey from the Jetsons, because she lightens the load for their family and is always willing to help!
What’s the strangest thing a customer has asked you?
“If I just give you access to my email account, can you act as me and reply to people?”
What can you do that a bot will never be able to replicate?
Build trusting relationships where I know the partner as a person and not a number.
What’s the one piece of advice you would give to your peers in the customer service industry?
Spend time to get to know your partners outside of their business. Find a way to connect with them that is different than just knowing what they do in their role.
What book are you reading at the moment?
The Power of Now by Eckhart Tolle.
What’s the best thing a customer has ever said to you?
“We adore you, Brittany! You and your team are quick to respond and practice impeccable customer service!”
Where do you get your support leadership news?
Forbes, Hubspot, Harvard Business School, Gainsight, and ChurnZero.
How would you explain your job to an alien?
I build relationships with people, learn their business and their needs, and do everything I can to help them reach their goals.
What’s your most used emoji in customer chats?
👏👏👏
Do you identify more with the title “customer support,” customer service,” “customer success,” or “customer experience,” and why?
Customer success. My goal is to not only give someone an outstanding experience, but also ensure I am doing everything possible to make sure they are successful with our offering.
What was your “15 minutes of fame” moment?
Exceeding sales with upsells and having our VCs recognize the work.
What do you wish people knew about working in customer service?
Customer service isn’t just answering questions or providing help. It’s about building and nurturing relationships with the PEOPLE that make up a customer’s company. Building that trust is critical to everything you do.
Conversation closed… for now 😏
If you’re interested in being featured in our Response Time series, you can share your insights on customer service – and movie robot sidekicks – with us here.
