During the recent episode of the Spearline podcast, Spearline’s Chief Customer Engagement Officer, Dan Hayes, was interviewed about his role in the company and his experiences working with customers.
With an impressive background in the telecommunications sector, Dan provided valuable and knowledgeable insights throughout the episode.
One of which was his experiences in the video-conferencing and online meetings industry and how they faced daily problems. Understandably, this was beyond frustrating, especially when the root cause was down to a single degraded audio line.
“A single degraded audio line can have quite a substantial impact on your conference, which might have multiple participants on it. So in theory, that one poor audio line would be considered a minor problem, but in reality, it can give an awful experience to many people.”
Dan further explained how this could be disastrous for business. For example, a team call might face problems such as latency, jitter, or packet loss on a standard catch-up call, but so too can higher management levels.
In addition, terrible audio quality stretches across the board, affecting every different level of an organization. “They could be senior executives making a global deal. So the impact of those experiences actually can be quite immense.”
“Particularly with global deals, terrible audio quality on a call could have large financial consequences for an organization, especially if the problem remains unchecked.” Dan also spoke about how connection failures are among the most significant failure types that customers regularly face, with outages being the primary culprit.
However, Dan’s optimism when talking about the ‘multifaceted’ Spearline solution intrigued me. From an ex-customer’s point of view, Dan detailed how easily Spearline resolved the problem and the many benefits that followed.
“The logistics of organizing things become a lot simpler for our engineers. By setting up as many campaigns as they needed and testing numbers anywhere in the world at the time that they wanted, I’d then have all the results almost instantaneously.”
Dan joined Spearline over a year ago as the Chief Customer Engagement Officer and brought his technical knowledge and expertise surrounding telecoms and video-conferencing spaces and his experiences working and interacting with customers to help elevate the team even higher.
“It was ideal because it was utilizing my knowledge of telecoms and the UCaaS space, and then working with not only a fantastic team but also the wide variety of Spearline customers.”
Since joining, Dan has helped the Customer Engagement team ensure every customer has the best experience working with the Spearline platform.
Looking back over the past year, he firmly believes that relationships between Spearline and our customers have never been better. He reflected on the company’s one hundred percent customer retention rate, NPS, and customer satisfaction scores.
“Ultimately, it’s not only just built by the superb platform that we offer but it’s also a reflection of the people interactions in our customer engagement team. We build powerful bonds with our customers at various levels, which are in new organizations. I think that is the bedrock on which the business ultimately has grown over the years and will continue to grow into the future.”