Docoon is a brand focused on customer satisfaction—it's in our DNA. That's why we support our customers with high-value-added customer service and support 24/7. Our technical support is provided by a team of experts who are skilled in their fields and specialize in customer relations. To illustrate our point, we would like to share with you the daily lives of the men and women who work every day to ensure the quality of customer relations. Today, we focus on the work of Michael SACHY, Docoon Support Technician.
Hello Michael, can you explain what your job entails?
Michael SACHY: As an IT support technician, I am in contact with the company's customers who encounter difficulties, either in sending their messages (messaging solutions) or in digitization operations (sensitive documents). In my team, we handle all incoming calls, as well as all customer tickets (when customers find it easier to explain their problem by email, they submit a "ticket"). Each ticket is classified as level 1 or 2, depending on the technical difficulty of the problem to be solved.
Regarding the support you provide to the customer, is there anything else?
M.S.: Yes , for messaging, we can create HTML templates for our clients, which requires coding knowledge. We make sure that all the data is properly configured, which is a big challenge. HTML code can be rejected due to a careless mistake, because our client wanted to move quickly, and their communication can't be sent...
Do you help customers ensure their upload files are clean?
M.S.: Yes, absolutely. Recipients' email systems are now equipped with algorithms that can decide to block a message, consider it spam, or even part of a phishing scam. Our role is essential; we are proactive in ensuring optimal deliverability of messages and campaigns for our customers!
I get the impression that you care deeply about customer service and satisfaction?
M.S.: Yes, it's essential. First of all, we require that we respond to customer requests within an hour. We try to maintain a response rate within the hour that does not fall below a threshold of 90%; beyond that, the customer ticket turns red. I know of some customer services that can take hours or even days to process a ticket, which is unthinkable at Docoon! To be more precise, we provide an initial response within an hour, and if the problem requires a more in-depth technical response, we have to respect response times in order to help the customer.
We are therefore responsive and quick to act. Our customer support also operates at night. Night technicians intervene and resolve issues for shipments scheduled during this period. We also have working conditions that promote harmony and collaboration between customer service teams, which is very important to me, and this inevitably has a positive impact on the quality of our support.
What are the common problems you solve?
M.S.: When it comes to messaging, it's often a case of delivery failures on the client side: an incorrect email or SMS format, an error in the HTML code, a poorly encoded PDF file, or even a problem with the recipient list. If a client schedules the sending of 100,000 messages, for example, the stakes are high. We reassure them before analyzing the factors that caused the failure. It's important to note that every sending error is reported to us via monitoring software. We systematically notify the customer when an error is reported to us and provide a response. Our job is also to explain as clearly as possible to the customer where the error came from (if it was their fault), so that they don't repeat it. For us, messages must be delivered on time, because there are important issues at stake, such as alert messages (product recalls, reports of broken-down vehicles) or high-stakes communications (advertising campaigns). However, regardless of the customer and the message, we treat every malfunction in the same way.
When it comes to digitization, the challenges are just as significant and strategic. We digitize sensitive documents, such as invoices and pay slips.It's often the small details that cause errors, so we are organized and meticulous in identifying them. I recently helped a client who had submitted their employees' pay slips, but nothing was being sent. I checked the message "calibrations" and the fields that might have changed on the pay slip. Upon further investigation, it turned out that the client had changed the number assigned to each employee, which blocked the transmission—each employee number corresponds to a personal electronic safe.
What do customers say about you?
M.S.: Since our service is based on active listening and responsiveness, our customers are generally very satisfied with the quality of Docoon's after-sales service. But I've noticed something: because our customers know how committed we are to solving their problems, when they call us, they are rarely upset, which contributes to the quality of the relationship we have with them.
I would also like to add something important. We have a daily meeting between customer support teams. We discuss all the significant events of the previous day, whether they are complicated tickets or highly technical customer questions. We organize and plan the work in progress with the same goal in mind: to provide the customer with a quick and appropriate response.
Finally, another weekly meeting is held to review the week's activity. We make sure we understand why we took too long to respond to certain tickets. We also analyze in detail our customers' feedback on their satisfaction with the service, as each customer has the opportunity to rate it. We have accurate statistics that allow us to continuously evaluate the quality of our service, with a single goal: to guarantee impeccable local support.
Thank you, Michael, for answering our questions!
