We founded 3DZ to fill a gap in the world of support. There are plenty of big (and good) companies out there who can “do the support thing”, but no-one is considering the needs of the new breed of customer-savvy company that really wants to look after their hard-earned customer-base.
These companies are social-aware, customer-centric, but are typically small, and need to focus on what they are brilliant at – building great stuff and running excellent things. That’s not to say that they don’t care about customer service. In fact, a lot of them do it pretty well - but it’s something that is not necessarily core to their business vision, and therefore it’s a distraction.
ThreeDotZero Studios likes to think differently. We still offer what you would expect from a customer service company, it’s just that we focus on the right things to successfully work with companies like yours.
We are a Studio. Don’t think of us as a Call Center, or a Support Team, or a Contact Centre. We don’t have floor walkers, or supervisors, or workforce planners, or Erlang planning tools. We have a Studio Manager that is dedicated to you – their only role in life is to ensure that we are looking after your customer in the most appropriate way to represent your brand. We’ve eliminated the bloat that is typical of Call Centre worldwide. This means we can look after our people, and they like to stick around.
We love your stuff. We love tech, we love software, we love helping people. It’s ingrained, it’s part of our makeup and we make sure that our people are totally fans of your world. If you can be enthusiastic to those you are dealing with, it becomes infectious – and that can only be a good thing.
Damn those SLAs. How many conversations do people really like to have about FCR, AHT, pickup times, calls per user – ad nauseum. There are people that make a career of it – seriously. We like to think that if you are spending your time talking about numbers, you are missing the point. Yes, it’s important to know how well the environment is performing, but surely that is not what the only conversation should be ? We like to talk about what we’ve seen, how we’ve resolved stuff, how we’ve prevented things, how we’ve helped build your brand in your customers’ eyes. We also like to talk about what we’ve seen that might help other parts of your business improve. After all, customer contact is paramount, and this is an invaluable well of knowledge that may otherwise get lost.
Omni- what ? Omni Channel. Something many talk about, but few do. Omni - /ɒmnɪ/ meaning ALL. We like to think of it as choice. Your customer wants to contact you, but it’s not always the best time to talk, or email, or chat. Maybe they are in the car, maybe they have 10 minutes in front of a web browser, maybe they simply want to print something out to read later. Whatever shape or size the customer need, we believe that you should offer it to them, consistently, and easily accessible in order to give them the best possible choice of how to contact you. Increasingly, Social Media is used to enquire, or to kick up a stink. In a perfect world, the customer can transfer between these channels, so start on a web session and seamlessly open up a phone conversation, without having to start over ! Wouldn’t that be nice.
Knowledge really is power. An overused phrase maybe, but in the world of Omni Channel customer service, it’s really important to make sure that no matter how the customer contacts you, they get the same answer. This needs knowledge, this needs knowledge that is managed and curated in the right way to be fresh, relevant and easy to consume. We’ve got years of experience in doing exactly this for many of the world’s most interesting companies.
Keep it fair, make it a partnership. Charging by the problem, or by the minute. How exactly is that equitable ? You, as a customer, want less problems – yet your supplier wants more. Not really a good situation to be in. We want to partner with you, want to make sure that we share in the challenges, share in the successes. This is why we use different pricing models that allow us to work with you, not against you in serving your customers.
Technology brings complexity. Being there in the early days of supporting smartphones, we very quickly worked out how to deal with complexity. Your product might be simple, it might be complex, but if it plugs in to something else, or maybe runs on someone else’s OS, then the complexity increases. Who’s problem is it if your VR headset doesn’t install – yours, the OS vendors, the PC vendors, the third party GPU vendor ? If the customer contacted you, then the one thing you know is that they believe it’s your problem, and want answers. We’ve done this