It’s been a busy 2018 for Twill so far! We have expanded into a number of different countries, celebrated our first anniversary and announced new product features. It certainly feels like there’s never been a better time to work with Twill and part of what we believe makes our service so strong is our brilliant Customer Care team.
Our Customer Care Ninjas (as we like to call them!) are there to work silently in the background in your (the customer’s) interests – making sure your cargo has a smooth journey, and that the service we provide you is equally pain-free. Recently we ran a series of blogs that gave a glimpse into a Day in the Life of our Customer Care teams – you can read part one and part two on our website.
But what exactly is it that keeps our team ticking? We asked our Head of Operations, Barbara Peric, that very question. Here’s what she had to say:
“A hidden part of making shipping simple for our customers is decreasing some of the internal barriers for our employees. At Twill we have a Customer Care Dashboard, which is the backend to what our customers see. Here we get early visibility on shipments so we can act earlier. We can also get an overview of what our colleagues are working on, so that if there are any unexpected absences we can easily take over from one another.
“As well as this, it’s important to stay in close contact with each other, especially since a lot of our teams work across different countries and continents. We use Slack, an online communication tool which helps us to keep each other up to date and even share a few jokes along the way. Having fun and creating energy is a very important Twill principle!”
“Tools help, but it’s the team that makes the difference. At Twill we look to hire solution-oriented movers and shakers, who see the potential in our industry and who want to work differently. Part of this is challenging each other on how we can better utilise our talents across the world. If there is a capacity shortage in China, for example, our team members in Indonesia and Vietnam are always here to help!
“As a customer care team, we also have a direct line to our tech team to help on any urgent problems, day or night, regardless of time zone. This effective collaboration across teams helps us address our customers’ needs quickly and without internal red tape.”
“Customer satisfaction and retention is the name of the game at Twill; customer care and visibility is how we play. It doesn’t get simpler than that!
“We gather feedback directly from our customers by tracking how often they book and giving them a call if they need support with their next booking. But the feedback doesn’t just stay with us. We pass it on to our product team and designers and they figure out how to continuously improve Twill based on this feedback. In this way, your customer input gets spread throughout the entire Twill organization.
“Of course you don’t have to take my word for it! Reach out to us today and speak to one of our Customer Care Ninjas to find out how we can make shipping simple for you!”