Improving Customer Support in Light of Series B Funding Challenges | Clay

Improving Customer Support in Light of Series B Funding Challenges

Also the real human support responses are way too slow, you guys just raised a series B - like get your customer support act together. I have $20/month email validation tools that respond faster. At least address these issues systematically and reach out to clients with a gameplan and acknowledge the problems clients are and have been facing for a while now.

4 comments

Channeled
APP
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We're continuously working to improve our customer support processes and response times. We've implemented several measures to enhance our support efficiency: 1. Automated QA system: We've developed a workflow to review support tickets at scale, ensuring quality responses even as we handle thousands of weekly conversations. 2. AI-powered help center: We're using AI to identify content gaps in our knowledge base and create draft articles based on customer conversations, allowing us to address common issues more quickly. 3. Self-serve resources: We've expanded our self-help options, including Clay University and a comprehensive learning library, to empower users to find answers independently. These initiatives aim to reduce response times and improve the overall support experience. We're committed to ongoing improvements and appreciate your patience as we work to better serve our growing user base. To help us address your specific concerns, could you share more details about the particular support issues you've experienced?
Sources: How Clay uses Clay For Customer Support - The GTM with Clay Blog FAQ | Clay.com
Barnaby F.
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So - a complaint about customer service being run by an automation gets run by an automation which just tries to close the ticket out without having a human involved. This is a core issue with Clay right now.
Channeled
APP
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To get human customer support from Clay, simply click the "Talk to a Human" button in your current conversation. This will explicitly request human assistance rather than automated responses. While we handle thousands of conversations weekly and use some automation to manage this volume, we understand that sometimes you need direct human support. Our team uses enrichment tools to quickly understand who you're talking to, ensuring more personalized and effective responses when a human agent assists you. If your conversation was automatically closed, reopening it and specifically requesting human assistance will connect you with our support team. We value providing quality support and are continuously working to improve our response times and effectiveness.
Sources: How Clay uses Clay For Customer Support - The GTM with Clay Blog Claybooks: Instantly enrich Intercom support tickets, directly in your chat thread, in real time | Clay.com
Channeled
APP
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Hi Barnaby, Thank you for sharing your concerns. I’m really sorry for the delays and for the frustration you've experienced. We’re a small (but growing) team, and we are actively working at adding members as the ticket volume increases, in the last few months we've added several members to the US and EMEA teams and are actively looking to recruit more talent for the team. Once everyone ramps up, we expect to see an improvement in response times. I’ve passed your message along to the relevant teams, and we’re actively working on ways to both improve support response times and keep customers more informed about product updates, known issues, and performance improvements.