In the ever-evolving world of software applications, the role of a Platform Specialist is crucial, particularly in niche industries like home inspection. As software continuously improves and changes over time, users of that software need a point of contact that can be relied upon to help them understand new features, bug fixes, and answer questions whenever they have them.
We recently sat down with a familiar face to many ISN customers, our own Senior Platform Specialist, Matt Wheeler, to learn more about his day-to-day and what it means to take customer support “beyond the chat bubble.”
With nearly a decade of experience at ISN and Porch, Matt is perhaps more familiar with ISN’s software and systems than anyone else! In this conversation, he shares details about his background, his approach to customer support, and what he enjoys most about working with home inspectors. His perspective not only highlights the importance of customer interaction but also underscores the human element that drives successful customer relationships.
Matt’s background and passion for home inspections
Matt Wheeler’s journey into the home inspection industry began at a young age when he purchased his first home at the early age of 20. This experience cultivated a passion for the field, making his role in customer success feel like a natural fit.
“I almost feel like I could be a home inspector in another lifetime,” he reflects, showcasing his enthusiasm and connection to the industry. With almost 10 years on the customer success team, Matt’s tenure speaks volumes about his dedication and the company culture at Porch.
Memorable customer interactions
One key aspect of Matt’s role involves solving tricky problems for customers. He shares a recent experience where a customer faced software issues that required collaboration with a partner company.
“We worked together over the course of probably two weeks…and we were able to nail it down,” he explains, emphasizing the importance of diligence and teamwork in customer support. This anecdote highlights how proactive problem-solving can prevent frustration and ensure customer satisfaction.
Understanding customer needs
An important part of Matt’s job is to empathize with inspectors who may be frustrated with software challenges.
“Sometimes they just want you to listen to what they didn’t like about something that happened in the software,” he says.
This approach not only helps in resolving issues but also builds trust and rapport with clients. By acknowledging their frustrations, Matt reinforces that the Customer Success team is there to support them in whatever ways they can.
Common questions and solutions
Matt frequently encounters the question, “What am I not using?” regarding the software. His response involves offering account review sessions to ensure users are maximizing their software capabilities. He encourages customers to reach out for support, stating, “We’re happy to do those reviews and just offer suggestions.”
Going above and beyond
While Matt strives to address immediate concerns, he also proactively identifies potential issues, such as email setup for new users. He understands that a well-configured email system can significantly impact a business’s success, stating, “If you sent a [poorly written] email to a customer…and they go and hire someone else, what did one inspection cost you?” This foresight illustrates the importance of preemptive problem-solving in customer success.
The unique culture of the Customer Success team
Matt praises his team’s commitment to availability and support. “We have phones on, we have live chat, we have people monitoring email inboxes,” he asserts, highlighting their dedication to being accessible, “We are there.” Regular team meetings and virtual lunches foster a collaborative atmosphere, where wins and challenges are shared, creating a strong team dynamic.
Customer Support is a standout feature of ISN
Matt Wheeler’s insights into ISN’s approach to customer success reveal the significance of empathy, proactive problem-solving, and open communication. His experiences demonstrate that genuine support can transform customer interactions into lasting relationships. As he puts it, the key to success is focusing on the little things that make a big difference in customer satisfaction.
Click here to learn more about the Customer Success team at ISN and Porch and what makes them the best in the inspection industry.
