S4e8 The Getting Online Customer Service Right Edition with Mat Patterson
James chats with Mat Patterson who began his career as a web designer, in the days when every web page had a grey background.
He worked as an in house designer for companies including the Australian Stock Exchange and Booking.com, and did freelance web design for companies in Australia and the UK.
Anticipating the rise of self-service web design tools, Mat switched careers to become the first customer service team member for Campaign Monitor, an email service provider started in Sydney, Australia.
As he grew that function to a global team of 27, Mat began blogging and speaking about online customer service. That work eventually turned into a full time role at Help Scout, a fully remote software company that empowers businesses to serve customers in the most human, helpful ways. At Help Scout, Mat is the customer service content lead, teaching people how to deliver better online service experiences.
They discuss the self-service online world, giving your customers what they need, not just what they think they need, building service culture, listening to the data, why AI has a long way to go and getting the basics right all the time.