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

With Brittany Web page, VP of Buyer Success at Billy.

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

I’m the VP of Buyer Success at Billy, an all-in-one compliance platform. We automate the requests, evaluations, and renewals of certificates.

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

Bradley Cooper – he’s properly spoken, appears clever and caring, and at all times has a smile on.

What’s essentially the most beneficial factor that working in customer support has taught you?

To hear, be affected person with everybody, and at all times go above and past to truly study them – not solely their firm.

What’s your biggest productiveness hack?

Train within the morning, take breaks, and set a single objective for the day.

What gif finest describes your psychological state proper now?

What’s the most effective customer support you’ve ever skilled?

USAA Insurance coverage.

What’s the worst customer support you’ve ever skilled?

We don’t speak imply about others 😉

Which film robotic would you select as your AI sidekick, and why?

Rosey from the Jetsons, as a result of she lightens the load for his or her household and is at all times keen to assist!

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

“If I simply provide you with entry to my electronic mail account, are you able to act as me and reply to folks?”

What are you able to do {that a} bot won’t ever have the ability to replicate?

Construct trusting relationships the place I do know the associate as an individual and never a quantity.

What’s the one piece of recommendation you’d give to your friends within the customer support business?

Spend time to get to know your companions outdoors of their enterprise. Discover a technique to join with them that’s completely different than simply realizing what they do of their function.

What ebook are you studying for the time being?

The Energy of Now by Eckhart Tolle.

What’s the most effective factor a buyer has ever mentioned to you?

“We like you, Brittany! You and your staff are fast to reply and apply impeccable customer support!”

The place do you get your assist management information?

Forbes, Hubspot, Harvard Enterprise Faculty, Gainsight, and ChurnZero.

How would you clarify your job to an alien?

I construct relationships with folks, be taught their enterprise and their wants, and do every part I can to assist them attain their targets.

What’s your most used emoji in buyer chats?


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

Buyer success. My objective is to not solely give somebody an excellent expertise, but in addition guarantee I’m doing every part potential to ensure they’re profitable with our providing.

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

Exceeding gross sales with upsells and having our VCs acknowledge the work.

What do you want folks knew about working in customer support?

Customer support isn’t simply answering questions or offering assist. It’s about constructing and nurturing relationships with the PEOPLE that make up a buyer’s firm. Constructing that belief is crucial to every part you do.

Dialog closed… for now 😏

For those who’re fascinated about being featured in our Response Time collection, you may share your insights on customer support – and film robotic sidekicks – with us here.


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