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Eyal Avital joined in the Customer Happiness team here at the age of 6. Eyal Avital is passionate about helping customers who are in need, loves to travel and eating as well as finding new ways to solve customer problems. Learn more!
Let us know more about you: your background, your hobbies as well as your professional goals.
I'm a devoted admirer of the character Mr. Rogers and have always wanted to be in the way I could assist people in some way. It led me into 20 years of customer service, where I can assist, help troubleshoot and encourage our customers to keep going!
Eyal loves searching for the top new dining establishments
A friend's suggestion that I discovered the place an old-fashioned restaurant, and after 6 years I've never ever looked back. If I'm not busy helping clients and assisting them with their needs, I'm either looking for the latest hidden jewel or planning my next trip with the family, drinking a cup of coffee in one hand and a snack on the other.
What do your job duties here at entail?
Every day, is a fun, new adventure! I get to answer clients from around the globe and help them solve their issues. Whether it's explaining our benefits for members or delving into a tricky problem, I'm glad to be here, and help make their lives easier.
unwinding from a hectic day of helping customers
With AI being a more effective communication tool, I focus on keeping our support human--building genuine connections, proactively pursuing the needs of their clients, and making sure that everyone is understood, supported and able to achieve.
Relive the most memorable interaction you had with our (potential) customers, describing the issue or problem they faced and how you resolved it
The customer was looking to offer an offer to its members does not exist from the start. Instead of telling them "no," (we do our best not to) I came up with a clever solution by using our API.
The solution they chose was tailored to their needs and worked perfectly! We were all thrilled with the result, turning a challenge into a win.
In your opinion, what does it take to make a successful membership business?
I think keeping your subscribers active is the most important factor in building a thriving subscription business. When creators genuinely connect with their members It's more than the mere transaction of money. It's about creating a space where members feel a sense of belonging to something.
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One of Eyal's culinary favorite dishes
In this chaotic environment, those connections can bring joy, connection, as well as a reason to stick around.
What have you learnt at ?
It has been my experience that effective communication is essential to customer service, no matter if it's either in person or on the web. Although online support might be easier to access, using the wrong tone or using confusing language can cause customer frustration.
That's why using the PREACH communication model (Proud, Responsible and Empathetic, as well as Articulate, Concise Human) is essential when helping each customer.
Eyal in a new adventure
I am truly grateful for working with my team of support because everyone exhibits the qualities they display in their customer interactions. My biggest takeaway? Effective communication is something that you can develop through practice and the willingness to learn from the mistakes you make.
What are three suggestions you would suggest to someone from your department or industry?
Three tips to ensure success in customer support:
- Ask questions, then ask additional questions, in order to understand your customer's needs and find the source of their problem.
- Follow up consistently if you don't hear back--customers appreciate your effort to follow up, especially when everyone is engaged.
- Make sure you keep your promises. Remaining true to the your promises to customers increases trust and provides longevity of satisfaction. You said you'd email them one day in advance Don't forget!