You fulfill your prospects, however are you able to fulfill our curiosity?

With Sarah Donahoo, Head of Advertising & Buyer Success at

Please inform us a bit bit about your organization and what you do there.

I’m the Head of Advertising & Buyer Success at You possibly can consider Fugo as being like Canva for digital signage screens. That’s, it’s a platform that permits you to pull collectively dwell enterprise intelligence knowledge, social media, feeds out of your office programs, video streams, and a complete bunch of different content material into dwelling digital posters that go on TV screens. Neat, proper? 🤓

Which superstar can be actually nice at your job, and why?

Matthew McConaughey. Moreover simply being good at all the pieces, ever … he’s obtained this depth and zest for his work that’s actually evident each on-screen and off, when you’ve ever encountered his interviews. And he’s one of the got-dang charming individuals you’ll ever encounter in dialog – one thing I hope we’ve obtained in frequent!

What’s your best productiveness hack?

Get some sort of AI assistant device on your calls/conferences. I’m utilizing one to report my buyer calls – it offers me not solely a transcript of the decision, however a reasonably complete TL;DR of the important thing factors, in addition to some recommended follow-up gadgets. And all of it will get mechanically pushed to my CRM. You wouldn’t consider how a lot time I’ve saved writing up recaps.

What’s the strangest factor a buyer has requested you?

This wasn’t a query, however a buyer as soon as instructed me after our video name that my eyebrows had been “on fleek – one of the best I’ve ever seen.” I’ve carried that little treasure round in my pocket ever since!

What do you doodle while you’re on video calls?

Mrs. Sarah McConaughey … kidding! (Type of.)

What guide are you studying in the mean time?

The Tin Drum by Gunter Grass. I’m working my approach by all of his novels!

What’s one of the best factor a buyer has ever mentioned to you?

It’s actually laborious to slim it down to at least one singular factor, however one thing that constantly encourages me is when a buyer thanks us for the private and immediate method we take to our buyer success and assist. We’re nonetheless a extremely small workforce with a fast-growing buyer base and quantity of assist requests, so once we hear that our workforce has gone above and past to unravel a difficulty for our prospects that our opponents couldn’t or didn’t repair with their larger groups and useful resource swimming pools, nicely, it actually warms my coronary heart. In case your sources are restricted, know that real empathy and initiative price nothing, however could make such a big effect!

The place do you get your assist management information?

Essentially the most useful sources I’ve for encouragement and insights on assist management come from my Slack channels and startup associates that reside digitally inside these. Help individuals want assist, too!

What’s your most used emoji in buyer chats?

Oh, the arm flex 💪 for certain.

Do you establish extra with the title “buyer assist,” customer support,” “buyer success,” or “buyer expertise,” and why?

Buyer success. The character of the tasks that our prospects work on requires extensive organizational buy-in and discovery earlier than they actually succeed and scale with our product. So we provide each high-touch technical and artistic assist and consultancy that helps prospects evolve into actual energy customers. I feel “buyer success” envelopes all of these items right into a useful title!

What was your “quarter-hour of fame” second?

There’s a semi-viral video of me carrying a tortoise to security in a bikini whereas it does a projectile-poo on me (am I even allowed to say that right here?). Clearly, I cannot be dropping the hyperlink 😂

What do you would like individuals knew about working in customer support?

That we’re your staunchest advocates! And that we don’t really put on these terrible headsets (a minimum of most of us don’t 😜). Everybody on the Fugo workforce – and I actually do imply everybody – is concerned in buyer assist to a point and takes buyer points to coronary heart. We work so laborious to construct our product and get hooked up to it at doubtlessly unhealthy ranges as our “child” … so we would like it to be just right for you, I promise! Belief that we’ll have your again as finest we will and that it makes us genuinely bummed when it didn’t work out for you.

Dialog closed… for now 😏

When you’re desirous about being featured in our Response Time sequence, you may share your insights on customer support – and ideas on which superstar can be nice at your job – with us here.


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