In this talk, I will also share insights into how our support-driven approach strengthens our product development, enhances customer relationships, and contributes to team loyalty and long-term company growth. Additionally, I will discuss the structure of our support team and how it plays a crucial role in Crocoblock’s success.
I am currently the CEO of Crocoblock, but my journey started 11 years ago as a support specialist. From the very beginning, we have placed customer support at the core of our product development, and this approach has been a key factor in our success.
Our support system is structured differently from many other companies. Half of our team is dedicated to support, and we provide multiple channels for assistance, including free Zoom calls, live chats, and a ticket system.
Our Facebook community has grown to over 30,000 members. We actively hire and train support specialists, helping them develop their skills while working directly with customers. Over time, many of them transition into other roles within the company.
Today, former support team members hold positions such as developers, community managers, QA specialists, copywriters, social media managers, product managers, project managers, and even video creators.