Customer service goes beyond just answering emails and phone calls. When managed correctly, every interaction with customers can generate key insights that help grow your business.

In this episode, Steve Amaza, a Customer Success Manager for User Operations at Paystack, speaks about how Paystack uses customer service data to improve the product, the tooling that the team uses to keep up even as the company scales, and the value of empathy and a problem-solving mindset in building a world-class customer support team.

IN THIS EPISODE WE TALK ABOUT

0:00 — Introduction

2:08 — Using customer service data to improve the product

4:12 — Key metrics for support teams

5:03 — How to handle acutely unhappy customers

6:47 — Using documentation to scale support

9:06 — [Paystack Merchant Alert] Introducing Bento paystack.com/bento

10:17 — Why solving the problem matters more than simply giving a response

11:40 — Deep empathy as a customer service superpower

13:38 — Episode recap

LINKS

• Connect with Steve Amaza on LinkedIn

FOLLOW US

The Decode Fintech newsletter is a weekly email summary of the most important news in African fintech. Subscribe to receive original commentary and curated stories, as well as the latest episode of the podcast.

• Subscribe to the Decode Fintech Newsletter
• Follow Decode Fintech on Twitter

DECODE FINTECH IS BROUGHT TO YOU BY PAYSTACK

Paystack helps Africa's most successful fintechs build and scale popular financial service products with the industry's best-documented APIs. Please visit paystack.com/fintech to find out more.