[00:00:26] Maxime Manseau: Hi everyone. I'm Max and I'm super happy to welcome Stefan. I'm going to leave him present in a few seconds. But for the story, Stefan reached out a few weeks ago. I think you commented in one of my posts about customer effort score. Just ended up doing a Zoom and we talked for one hour about the customer effort score.

[00:00:46] Maxime Manseau: And Hey Stefan, so much more than me that maybe you should just join in our, I could interview. You and share with down the road we both are super leaders. So here we are. So Stefan, maybe just to start, tell us a bit more about yourself would be amazing.

[00:01:06] Stephane Gonthier: Yeah. And thanks for for inviting me.

[00:01:08] Stephane Gonthier: I'm, it's a great opportunity for scoring. It's been something I came across a couple of years ago and I think anyone who's heard me talk about it will probably think I'm actually very passionate about it. So hopefully I can relay that same sentiment. I've worked in support for 24 years in various companies, starting at business subjects, SAP, some total systems, and more recently until the end of last year.

[00:01:34] Stephane Gonthier: At a company called Acquia. So I've done a number of roles in a number of organizations of different scales, and I I've always looked for the kind of the holy grail of data or measurements I'm not promising you a found it, but I think I'm getting close to it. Cool. Maybe just to

[00:01:51] Maxime Manseau: give a bit from my point of view, like regarding my FART score and.

[00:01:59] Maxime Manseau: I have started also to be very interested, yes, is I'm a super lazy person always trying to, pay that attention to where I need to put my effort, I'm trying to do more with the less, and CS really helped me like in my previous role in support and also I think like it's been super underrated in terms of support metrics.

[00:02:21] Maxime Manseau: So I'm Perhaps we're going to dig into that though. Thank you so much. Just before asking you I have a bunch of questions for you today. Just wanted to tell you so things is going to be helpful for you guys. If you work for a support team, especially for a SaaS company. And if you're trying to do two things, first, if you're trying to improve your support experience.

[00:02:51] Maxime Manseau: And two, trying to prioritize what you want to work next, right? It's all the time you have the head in the queue and sometimes you just want to take a look back and so what do we need to improve? Like where my time, where my team should spend time. And this is what like, help us like really do.

[00:03:12] Maxime Manseau: Yeah, Steph, maybe like just to start trigger your interest in customer efforts.

[00:03:18] Stephane Gonthier: Yeah, I was I've worked for many organizations I've mentioned before, and, I've always measured customer satisfaction as an indicator and. I think all organizations measure customer satisfaction, but also I would bet that probably most organizations hit 90 percent customer satisfaction and therefore you're left with a very small increment to improve your customer experience.

[00:03:46] Stephane Gonthier: And maybe you have a a VP of support or maybe CEO saying, okay how are we going to reach 91 percent and 92%. And the reality is it's such a small margin that it's really hard to act, find actionable things to improve in the way that we measure our performance. So that was my kind of first two points.

[00:04:07] Stephane Gonthier: And also satisfaction is well, of course, to emotions and across the world. Satisfaction is translated differently. Sometimes customers are, yeah, they are satisfied, but What does that really mean in terms of things we can do to improve their experience. So I was really keen to find something that could be actionable.

[00:04:30] Maxime Manseau: And if you, if your patient I think like most of us are talking about CSUN, everyone here today. I did webinar as 90 percent CISA or more in 5 or 8 actually to implement like a new matrix, refocus on support it's a game changer, right? Maybe I don't know to jump right into what made you think basically this was like the case.

[00:04:56] Maxime Manseau: You were looking for, like, why did you pick X rather than other ones? I'm thinking about or like CSAT.

[00:05:08] Stephane Gonthier: First of all, my personal experience, I've worked with service providers and the difference you have when a service provider anticipates some of your needs versus maybe they ask you to do things and they put the effort on you.

[00:05:23] Stephane Gonthier: They ask you to call another number. And so on. So I've always been aware of it, but never really thought of it as a question. And then when I was starting to drill, my aha moment was when I saw an article from Gartner talking about asset scoring and how, if you, as you can see here, if you have a low effort experience, customers are more likely to repurchase or increase their spending.

[00:05:50] Stephane Gonthier: So what I really liked about this is it talked. About their experience, but also it connected it with the, commercial aspect. And as I was discussing with my CEO at the time, I saw, Oh, that's brilliant because it's not just about implementing something new, but it's also connecting it with the customer retention, revenue, securing the revenue.

[00:06:13] Stephane Gonthier: So I thought to, to gain internal buying as well, that, that was a key element to, to me for sure.

[00:06:21] Maxime Manseau: Yeah. Yeah. Makes sense. Thanks. And this is definitely not a webinar about like how to miss, because I think this, you can just Google it, but we're just going to take two minutes just to remind you guys what is a CSAT.

[00:06:36] Maxime Manseau: Yes, Stefan, if you can get 10 cents on how to measure like this, that would be amazing.

[00:06:41] Stephane Gonthier: Yeah, you've that's switching to CES so I'll hold for now, but CSAT, you've got different ways of doing it. In my experience, the previous organizers,

[00:06:52] Maxime Manseau: It's my missed CES, that's a stress webinar.

[00:06:57] Maxime Manseau: We're not here about CSAT. So CES,

[00:06:59] Stephane Gonthier: it's a it's a five, it can be seven boxes, whichever you prefer. I went for five because I don't really think somewhat disagree or somewhat agree adds much value. But essentially the way it's measured is by asking that question. So in our case, it was to what extent do you agree or disagree with the following statement, Acquia, which was my previous organization, made it easy for me to handle my issue.

[00:07:24] Stephane Gonthier: And the questions you want to, what you want customers to feel is by agreeing or strongly agreeing. Yeah. So what you do is you measure the number of customers agreeing or strongly agreeing the number of responses you've had on top of the number of surveys you've sent. So if you have sorry, the responses you've had.

[00:07:45] Stephane Gonthier: So if you have 100 responses and you've got 75. Agree and strongly agree, then you have 75 percent a CES and the higher, the better, which is a little bit counterintuitive. You want a higher score to reflect the lowest effort. So that's the only thing at the beginning. I will warn you to bear in mind, but very simple.

[00:08:11] Stephane Gonthier: As we will talk again about the implementation of it,

[00:08:15] Maxime Manseau: We are Doing we're doing it zero to seven scale on the side. But as you said, like zero to five, more than great. I don't know if we can see here, like the exact question you were asking, because it's super important to have it to have the right question, I'm going to put you like down the screen, the one we use, where is it?

[00:08:35] Maxime Manseau: It's just right here. We are using like, how easy was it to resolve the issue with us today, which is really obviously fucked. Based on the interaction like us got as a customer with the support teams. Juan is yours, if you can just tell us a bit.

[00:08:52] Stephane Gonthier: Yeah, fairly similar. Our statement was Acquia made it easy for me to handle my issue.

[00:08:57] Stephane Gonthier: So again, we talk about how easy it was, which is really the focus. And you want customers to think back on the whole experience throughout their ticket. How do I feel? Do I feel I have spent? More effort or less than I expected when I raised that ticket and obviously what you want is the system to feel oh you know what it was quicker than I thought or actually they fixed it for me or They sent me information that was easy for me to implement that's really where the focus is.

[00:09:27] Maxime Manseau: And what's super important for us is to add a second question. And I just want to pause here one second, because this is really where the magic is happening with CES. So can you tell us a bit more about it? And after the question, we as a second question, but it's sorry, I didn't catch the question.

[00:09:48] Maxime Manseau: Oh, so by a second question was like, like This is the first time you ask when you merge EES, but once you get the score, the main idea is to understand like, why, right? Why did I have a bad score or why did I have a high score and what it means in terms of like support processes and how you can improve your support experience, right?

[00:10:13] Stephane Gonthier: Yeah. Yeah, absolutely. One thing we did and and I'm actually using an ex colleague of mine on the call. So hi, Rahul we worked on those questions together. So kudos to him. One thing we did is we really wanted to have extra, maximize as much as possible that question. So whenever a customer would pick agree or strongly agree, the three text question would be what in particular did Acquia do to make it easy for you.

[00:10:42] Stephane Gonthier: So we're asking them to tell us, okay, what was the thing specifically we did to help you quicker? And then we can flip the question here. What in particular required more effort on your part than you expected? And what we found is changing, first of all, changing question, adding the CS question. Increase our response, right?

[00:11:02] Stephane Gonthier: So that's really one thing I would say don't worry about changing the question and customers may not respond, actually drive increasing response. And we found that by having this interactive text question, if you can, if you have the right tools. It will increase the number of commented responses and you'll get even more intel on the things that your team does already well that you don't want to break, but also the things you can improve on.

[00:11:29] Stephane Gonthier: So that really would be my question is try to maximize everything you can.

[00:11:34] Maxime Manseau: I like the two because on our side, we're using like, why did you give us, I don't know, six out of seven, right? It's actually, I think it's way smarter to do as you do it. To have a specific question, if you're, if you're not from zero to seven, zero to five and four, six and seven, something different.

[00:11:51] Maxime Manseau: Yeah. Sounds good. Yeah. Cool. And as you said, because I, like we started like almost too fast and I thought the magic behind CES, it like lands in all the negative answer, at least for me, it's basically give you like a. A full review about what improved to to get a high CES, right? And I like to think about it like a flywheel, right?

[00:12:19] Maxime Manseau: So basically like you ask your CES question, you like the answer and specific answer, and with that, you get insight for your entire teams to improve processes. I had to know what to focus on the next quarter or what to beat or what to win. Yes. And to get back to a mid week, just one second, like I'm thinking about and that, do you think there is a route to, to crowd the place, with too many questions for example, as a customer, I don't like people who ask all the ways, like many questions.

[00:12:52] Maxime Manseau: So I don't know what's your take.

[00:12:55] Stephane Gonthier: Yeah, that was my also my worry and I know CSM account managers will. Most likely use NPS. And I know in my initial conversations with with the leaders of those teams, they were like, are we asking you another question? So there was a bit of conversations to be had on the topic to explain the rationale.

[00:13:14] Stephane Gonthier: And actually, once you start showing how it's connecting with revenue and expansion, and then you have the conversation and actually. Most organizations I've worked in at NPS tends to be twice a year campaign, whereas CES is a lot more transactional, so you get a lot more content. Regular data. So they don't really overlap.

[00:13:38] Stephane Gonthier: There was an interesting article by the Harvard business review, which actually rates CES higher than NPS and NCSAT in terms of customer sentiment. So that was another thing I thought, okay, that, that kind of all goes in the same direction that it's the the Holy grail of of measurement.

[00:13:59] Maxime Manseau: So I'm just about Apparently I'm breaking up a lot from my side.

[00:14:04] Maxime Manseau: I'm like the connectivity is super good. So I don't know if it's like LinkedIn streaming issue or anything, but there is no way I can improve something on my site. So yes, we're gonna, we're gonna continue this way. It becomes bad. Anyway, we'll have a replay, right? So I'll send you guys all the replay after, but just, sorry, Stefan, just wanted to, there are like a few comments we received right now.

[00:14:30] Maxime Manseau: Anyway. Okay, cool. Oh how do you. How do you recommend implementing the question?

[00:14:39] Stephane Gonthier: Yeah, implementing it is pretty, pretty quick. As I'll cover later, really, if you have existing tools, perhaps investigate whether you can use it within your ticketing system. If you don't, maybe there are some other tools that your organization is using.

[00:15:00] Stephane Gonthier: Personally, my experience was using Gainsight. Gainsight. com Which was really practical and also account managers were using it for their own campaign. So it was a once shop for all those measurements, but otherwise. Just yeah, I think it doesn't matter

[00:15:17] Maxime Manseau: to be able to ask the question to your customers, if you want like a free tool, you can think about type form.

[00:15:23] Maxime Manseau: I know there is I think survey cat too, that does it well. It implements with your Zendesk your intercom, your Salesforce. So yeah, guys, I think like the, like in terms of tooling just doesn't matter, it doesn't change anything.

[00:15:37] Stephane Gonthier: Absolutely. Absolutely. And Justin made a comment about CSAT or CES.

[00:15:43] Stephane Gonthier: I'm totally not saying you have to choose one or the other. In fact, we were using both of them. So we kept customer satisfaction and added CES. And I think it's important to keep Whatever you measure. So you can also track historical data because if you have a degradation, you will see it happen as opposed to changing the way you measure, and then you don't know if the issue is because you're changing how you ask the question or how you measure and what good looks like.

[00:16:14] Stephane Gonthier: So I would totally say keep both of them for sure. Yeah, definitely. Yeah.

[00:16:19] Maxime Manseau: And it's not about changing like a, from CSAT to STAT, I think here, it just for the one we don't measure CES, just start measuring because you just see another story. You just, it says like different stuff from CSAT, but in terms of customer support team, like customer service, customer care, whatever you call it, really like where you get like the other one are more like The rest of the company, they are not like so focused in such like a tiny interaction and that's the beauty of CS.

[00:16:53] Maxime Manseau: It just makes you really pinpoint like what's wrong in customer support and improve it.

[00:17:01] Stephane Gonthier: Yeah, I'm seeing an example. Jenny's saying her CSAT is 97%, which, exactly to our point to start with. It's fantastic. But then how do you find how to close the last 3%? It's really hard and doesn't always give you the data.

[00:17:18] Stephane Gonthier: So you, so let's go into, we've implemented CES. Now you've got your, you're starting to collect your data. What I'd say is try as much as you can to keep an open mind when you get the data. And what I did was I, obviously I reviewed all the first responses to see the rating, to see the comments and so on.

[00:17:40] Stephane Gonthier: But once I reached about 150, 200 responses, what I did is I went through every single ticket. And try to see how I could bucket them to see what kind of themes do we see. So some of them are around resolution time, urgency, some around communication, quality, frequency, misunderstanding, product as well, which I'll come to in a minute.

[00:18:06] Stephane Gonthier: Perhaps some feature gaps, some bugs, or maybe some of the absence of tools support would have. And the ticketing system, and you can see that the total doesn't add up to 100%. That's because for one single ticket, you could have different categories, and I didn't want to have to choose which category was the bigger one, because you could have an issue on the resolution time, but you could also have a bug.

[00:18:31] Stephane Gonthier: And maybe the customer comments at some stage that the ticketing system is not easy to use.

[00:18:38] Maxime Manseau: That, that's I'm getting back to, and here 99, 87 percent like CSAT. Been talking to a bunch of support leaders and there's something I see is CSAT and CES of time not correlated, which means you have a high CSAT, but a low CES and the other way around high CES, but a low CSAT.

[00:19:03] Maxime Manseau: Yeah, they really measure two different things and I don't think one should substitute to the others. So Stéphane, I think, at least I will think it's always I, as a kid, I always, that's a bad thing. I know, but to compare myself to others and compare like matrix to the other one. So I just want to jump a bit, yeah, to the benchmarking.

[00:19:24] Maxime Manseau: Yeah. My paradigm on that. So I think you're like, I let you talk, but there is different Benchmark. The industry, I think what's important for everyone, I would say 100 percent works at a software company. So

[00:19:42] Stephane Gonthier: yeah, it's so high tech which I think where probably most of the attendees are working in, I'd say that's what you good looks like.

[00:19:53] Stephane Gonthier: 65 percent is the top quartile. 61 is the median. Now, I'll be honest, I had a call with an analyst at Gartner because our initial results were about 79, 80%, which was way above. So I thought, okay, maybe I'm not using the right benchmark. And his response was the benchmark is here as an indication that the best benchmark is to use your historical data.

[00:20:24] Stephane Gonthier: It doesn't matter what our benchmark say. If you start on 40%. That's fine. It's a starting point and then what you want to do is try and find out what we're going to take us to another five percent ten and so on and so forth so you know don't get hooked into having to absolutely be on 61 plus also sometime another point he made is it said Sometime a organization will be on say 70 percent and they'll be like, Oh, okay, cool.

[00:20:54] Stephane Gonthier: Now we can focus on something else because we've got a good low effort scoring, which is not really the philosophy you want to have. You want to keep focusing on it.

[00:21:05] Maxime Manseau: And in terms like of Mark, like we did at Birdie like a benchmark, we were a bunch, then we found out that only 30 percent of the support organization in the.

[00:21:16] Maxime Manseau: We're measuring CS which means 70 percent still don't measure it. So if you're part of the 70%, just I think, yeah, you should start. I'm seeing a comment because it's some thoughts of Alexandria regarding like when to add CS, the right moment to add the question and also like to not ask too many times.

[00:21:38] Maxime Manseau: So I don't know if you have specific rules. I have some in mind but I'm, I would love to, to hear whether at Acquia.

[00:21:46] Stephane Gonthier: Yeah, so we did obviously there is always the fear that by adding a second question, you might dilute the responses. We didn't see that. We saw an increase in responses.

[00:21:58] Stephane Gonthier: So we had the two questions, the customer satisfaction question I wanted to keep because I wanted to keep the historical data and be sure that by adding a question, we're not mismatching what data we had. So I kept both questions. So my recommendation would be To not choose one over the other, if you measure CSAT, keep asking that question, but ask the CES question.

[00:22:22] Stephane Gonthier: Maybe what you do is you ask the first one is the CES question and your CSAT as a secondary one, but I would bet you will see increased responses. So keep both of them. I would say and I was reading Alexandria's comments as well, I would say, It's so quick to implement and getting the data you won't regret it.

[00:22:43] Stephane Gonthier: So go for it. And if you have questions or if you're not sure about things, you can ping me for sure, I'd be more than happy to help.

[00:22:51] Maxime Manseau: But yeah, so on my side what we've seen is like in terms of CES, what's really good is like to ask the question, what's the key result.

[00:23:02] Maxime Manseau: And I like it to ask Not right, not before, but really once it's resolved. And I like it to do it in the first 24 hours. So I think there is two schools here. Like you have people who like to do it just like right away. At the second, you just ended up the chat or in the two minutes following like the last email of the tickets.

[00:23:21] Maxime Manseau: Some like to do it like a few hours later to you, but because it's transactional in a sense, like we're talking to measure a specific time. Interaction, I think it needs to be like quick after and from what I understand, then you were asking the two questions, I would say like in the same survey, I know some people like that or people who don't like to do that.

[00:23:44] Maxime Manseau: And sometimes they will, for example, ask one out of two as the C after each ticket closure and the C sat like once, like it just I guess like it depends also the type of customer you have. I'm not sure there is yeah. A good, a

[00:24:01] Stephane Gonthier: better answer. Definitely. And I think, Andrew was saying the, that they've experienced some drop in responses, change the order of the questions, or even the visual, one one peer I spoke to said, sometimes we even just changed the background color of the question or we changed the slight wording.

[00:24:20] Stephane Gonthier: So it always feels fresh and customers are more likely to to yeah, that, that would be my recommendation, I think sometimes there is this sense that we don't change anything because we don't want customers to feel lost and actually for survey question it's not a bad thing to add certain things

[00:24:38] Maxime Manseau: like that.

[00:24:39] Maxime Manseau: So Stefan we're going to try to finish everything in 10 minutes. Like I know people are okay. And I want you guys to have a few minutes or so to ask any question to Stéphane at the end. Yeah, I saw you just share like a slide about like communication. Tell us a bit more about that. Cause yeah, go ahead.

[00:25:02] Maxime Manseau: Sorry. Yeah, that's okay. A little bit of

[00:25:06] Stephane Gonthier: no. So I'd say like any change communicate with your audience. It's a good thing to to perhaps have a bulk of responses before you start giving some analysis of the data. So while I would definitely encourage you to speak to your team about adding a new question on why we're doing it.

[00:25:26] Stephane Gonthier: The connection with the renewal rates and the expanding revenue and the impact we can have. And then once you have significant enough amount of data, share it with your department. Share the surprises the first observation you may come across i'm sure you will come across some comments of customers that are Incredibly happy about something that is really trivial and maybe something that Shrinking customers that you didn't even know about.

[00:25:55] Stephane Gonthier: So sharing those elements is definitely something I would encourage. The great thing with and I covered that a little bit later on is with CES is you can go beyond support. I think the, and I'll cover that in a minute. So the one thing I would say as well is. Share with your B level suite, the head of other departments, particularly AM, CSM and product, and I'll go to that in a minute, but to give you some examples of, I was going to

[00:26:28] Maxime Manseau: add you get us ready, like some really exact so I first run I think the phone called me, it's after 7 o'clock, So this was like a it's like a good feedback, right?

[00:26:39] Stephane Gonthier: Yeah, it was one. And I I come from an age where support was mostly done on the phone. So I think I've always had a soft spot for the phone and I think maybe that has lost its its impact. So when I saw that that particular comment in the context of a high high Rating.

[00:26:58] Stephane Gonthier: I thought, okay, that's good. And that was something I used as an example to share to our global team, to show that the kind of positive responses we got, another one, which I found interesting, one

[00:27:11] Maxime Manseau: second, because I'm thinking, for example, like what it really means, it's if you receive something like this jump support operation and support processes, Hey, look, just like we made it because we received a ticket, we've been proactive, we call the customer. I don't know if it become a rule for the entire company, maybe you could say Hey I'm going to like for my VIP customers and make sure that as soon as I receive an issue, like someone grabbing the call, and just calling them to get like more info or more detail.

[00:27:45] Maxime Manseau: So yeah, like ring to me anywhere. Sorry, let's go to the other one which says I want some help and not only Things from the, I love this one because using a lot of products and I feel like sometimes people go back to you ask a question and just send you the, from the help center, which I hate.

[00:28:06] Stephane Gonthier: Yeah, it's funny because documentation for those who live in the UK, it's Marmite and Marmite is a thing some spread and you either love it or you hate it. And I think documentation is the, is very much like Marmite. Some customers, I saw some very positive comments from customers saying, Oh, thanks.

[00:28:25] Stephane Gonthier: You've sent documentation. It's great. It's clear. Love it. And then you get comments like this. So I think, and then we had conversations with the teams on it, on how we can make sure customers don't feel like we're batting off with a link, so we keep them busy, but we're saying, okay, here is a link for you to review.

[00:28:48] Stephane Gonthier: And then I want you to check in particular section X, where we talk about this, because I think that's the element you want to cover. So try and frame. the use of the documentation and that was a great learning moment because it's not binary, but it really helped us to put it in the context of customer effort.

[00:29:07] Maxime Manseau: Okay, cool. Makes sense. Like it. And I'm sure it will be made as soon as you set up like, yes. Like to all the good idea, basically a customer can have for you. It just basically you're just telling customer, do the job. Tell me like what I need to work, what do I need to improve? And just we're coming like soon to the end, but you cut it in obviously when you start getting like a data set that increase, what else can you do with it, basically?

[00:29:32] Stephane Gonthier: Yeah, and that's the beauty of it. I think I always found that customer satisfaction when you talk to other departments you work with. If you try to flag some pockets of issues, it felt to me, at least that, if you try to get another department on board they look at you like you own customer satisfaction.

[00:29:53] Stephane Gonthier: So it's it's, it sounds like it's a new problem. Whereas with effort, and that was true with product engineering in particular, when you start getting enough data to slice it per product or per type of issues, if you only have one product, And then you contrast how certain product or certain issues have different level of effort scoring.

[00:30:15] Stephane Gonthier: I can promise you product managers will take a lot of interest in that data and they will actively ask you, okay how am I doing on my product or why is my product doing not as good as product X and can I go through the numbers with you? And that really opens up the conversation and effort is a number of things.

[00:30:37] Stephane Gonthier: So it can be that perhaps the product is buggy and maybe the documentation is not robust enough. Maybe the customer hasn't had enough onboarding to be comfortable with the product, or maybe support needs more training. So it's not a one size fits all. answer, but it really helps open the box and build on the conversation.

[00:30:57] Stephane Gonthier: And the same thing with sales. Once I started sharing effort scoring with one of my colleague a CSM manager, he was like, Oh very interesting. Can we see by industry, whether we have differences? And what about subscription level or geography? And we haven't looked at tenure and we could find that customers, the customers that had been customers of us more recently experienced a higher level of effort than those that had been with us longer.

[00:31:27] Stephane Gonthier: So there was I think the questions around onboarding.

[00:31:30] Maxime Manseau: If we're talking about like a funny level, which at the end is just I'm sorry, but it's true. But the CEO wants that he grows like it's already. First, it's not, I think it is, it's proven that CES predicts future customer purchases, talking about a great CES indicates likelihood of customer referral which is super powerful, reliability, predicts also loyalty.

[00:31:58] Maxime Manseau: Which means if you like customers get CES, like they run like pretty high or pretty low, I think like a good CES, right?

[00:32:13] Maxime Manseau: The year or month of contract he's getting. All those are like triggers also for the rest of the teams. Just completely finish. So maybe have something super actionable. You were to come to another support teams and you had to set up like a custom efforts, like how would you do it? 30 minutes, you can start from scratch and just go with a CS strategy.

[00:32:43] Stephane Gonthier: Yeah, it's really super quick. And the moment I knew I wanted to implement it depending on who you have as stakeholders, in my case, the moment I got My CEO on board, it was like, okay, let's do it. So then it was quickly implementing it. We were using game sites for our questions and surveys.

[00:33:03] Stephane Gonthier: We just put the question in it, did a run test and that was it. And then you start. Collecting data, if you don't have, if you have a smaller organization, see what you can do night natively within your ticketing system. If you can't, you can even use some freeware, some free apps to, to send surveys.

[00:33:23] Stephane Gonthier: It really doesn't matter. And in fact, all you need is then to collect data, use Excel to do some slice and dice. It can be super quick. Low tech low. So I would not I would be surprised if technology gets in the way of implementing it for sure. And then it shouldn't, it should be a low effort.

[00:33:43] Maxime Manseau: I should be low effort at the end.

[00:33:45] Maxime Manseau: It's like in reality you have nothing to lose, to just give you the try for me, like the step are pretty clear. Just write a question, the main question, write the two subquestion in case you have a low CS score or ICS score, use whichever tool. A type form is fine and collecting all feedback, just make sure to pick which feedback you want to work on and improve your customer support, the customer process.

[00:34:14] Maxime Manseau: He like, I said, and I think it's probably the easiest thing you can do as a support leader to improve customer support in your company in general. Love flywheel system because basically what's it set up. It's you know, it's like forever. So so yeah, so thank you so much stefan For today.

[00:34:37] Maxime Manseau: Thank you. Everyone guys supporting our french accents, too. I don't know if we have any question. If you have any question could be about CS, or it could be about anything else regarding support that's the right moment, we'll hang out here like five extra minutes with with Stéphane. Yeah.

[00:34:53] Maxime Manseau: If you have a question, don't hesitate. If not, then you need to go. Just thank you so much for spending a bit of time with us and enjoy the rest of the week, guys.

[00:35:02] Stephane Gonthier: Yeah, absolutely. Thanks everyone for attending. And yeah. And if you start implementing it and you get stuck, or if you just want to do a bit of brainstorming or you just want to use me as a rubber duck.

[00:35:14] Stephane Gonthier: Yeah, ping me on LinkedIn. I'm more than happy to help. It really is for me it's fantastic tool to do, to implement.

[00:35:26] Maxime Manseau: Okay. So we're going to wait a bit.

[00:35:32] Maxime Manseau: Thank you. Anywhere. Stefan, we got appreciate it. That you accepted.

[00:35:39] Maxime Manseau: I'm just realizing like we're at the end of the webinar and I forgot so many things, I wanted to say so many things, anyway, I'm seeing like some things coming here, we get the recording first, so I'll share the recording with everyone who turned it on. It's a bit also I'll write like a summit, but I know for our, for the other CS and you'll be free to add stuff on everything.

[00:36:02] Maxime Manseau: About CS if you want to.

[00:36:06] Stephane Gonthier: No. And if you need the slide deck or anything I'm more than happy to share as well. And I, yeah, I can see a few familiar names. Yeah.

[00:36:14] Maxime Manseau: So we've been more than a 100 connected. So pretty great. Thank you so much guys. That's it for today. If you have any questions about customer shipper, your parts, sorry, I'm sorry.

[00:36:27] Maxime Manseau: So the beginning of the week, but it's starting to be tired. Don't hesitate to ping us.

[00:36:33] Stephane Gonthier: Have a good one. Bye bye.