Customer-obsessed Change Agent: Eun Bie Lee
Eun Bie Lee: Solving CX mysteries to change lives
Allow me to introduce you to Eun Bie Lee, an astute Customer Experience (CX) Detective at Baptist World Aid Australia. Her mission? To solve customer experience mysteries and bring about a positive impact on people's lives. With over a decade of CX expertise under her belt, Eun Bie began her journey in the world of hospitality. From a humble part-time worker, she swiftly rose through the ranks, managing not one, not two, but three bustling stores. And as luck would have it, she found herself immersed in the thrilling tales of Sherlock Holmes, for what is life without a touch of mystery and intrigue?
Eun Bie's passion for everyone having access to clean water and for vulnerable communities led her to join Baptist World Aid, an organization dedicated to community development, disaster relief and advocacy across 24 countries. Through their network of 37 local partners and 68 projects, they tirelessly address the underlying causes of poverty and empower children and families.
Reflecting on her career, Eun Bie shares, "In the realm of customer service, patience is the key. It's about truly listening to customers and understanding their frustrations." Her time in the hospitality industry taught her the delicate balance between honesty and clarity, where she could be forthright about what could be offered while maintaining a level of firmness without further aggravating customers. "The art of being both firm and soft simultaneously is a skill I've honed," she adds with a knowing smile.
Eun Bie's expertise in CX proved to be instrumental as she earned a promotion to the support engagement team at Baptist World Aid. In this role, she continues to leverage her skills to create exceptional customer experiences that contribute to positive change.
Revolutionizing customer service with 8x8
Baptist World Aid, a nonprofit organization committed to making a positive impact on communities around the world, recognized the need to elevate their customer service experience. However, they faced challenges in providing the desired level of service to their supporters.
When the COVID-19 pandemic struck, Baptist World Aid had to quickly adapt their communication systems. Eun Bie recalls, "We were using traditional handsets in the office, but when COVID happened, we shifted to Cisco Jabber. Unfortunately, it didn't quite meet our needs, so we began searching for alternatives."
That's when Eun Bie saw a demo of 8x8. "I was astounded," she admits. "We had no idea what we were missing out on before." The comprehensive features offered by the 8x8 system impressed Eun Bie and her team.
Baptist World Aid implemented 8x8 for Microsoft Teams and seamlessly integrated it with Microsoft Dynamics 365. This integration allowed them to make calls directly from the support platform and record crucial activities like credit transactions, providing immense convenience and streamlining their processes. This feature was absent in their previous Cisco system.
"8x8 has completely transformed our operations," Eun Bie enthuses. "We’re also delighted with its extensive reporting capabilities. It's much easier and more accessible, reducing the time we spend on report preparation. Compared to Cisco, 8x8 is straightforward and user-friendly."
By adopting the 8x8 integration, Baptist World Aid has revolutionized their approach to customer service. They now have a powerful tool that enhances their ability to serve their supporters effectively and efficiently. With Eun Bie Lee leading the customer experience, Baptist World Aid is poised to make a great impact on the lives of the people they serve.
Unmasking CX secrets: The art of exceptional customer experiences and the game-changing power of 8x8
While Baptist World Aid's contact center environment holds unique characteristics, such as surges in call volume during tax time and Christmas, there are universal principles for customer service that Eun Bie has uncovered throughout her career:
1. Don't take things personally: It's essential to remember that customers' frustrations are not directed at you personally. Avoid internalizing their emotions and instead focus on finding solutions.
2. Be firm yet soft: Striking the right balance between assertiveness and empathy is crucial. Provide honest and clear information while maintaining a compassionate approach.
3. Listen and communicate: Actively listen to customers, seeking to understand their needs and concerns. Effective communication plays a vital role in delivering exceptional customer experiences.
And let us not forget the greatest discovery of all—8x8.
"Give it a try," enthuses Eun Bie. "Agents have greater control over how they make calls and engage with customers. It has been an absolute game-changer, and I wholeheartedly recommend it."
So there you have it, dear readers, the tale of Eun Bie Lee, the remarkable CX Detective, and how Baptist World Aid, armed with the power of 8x8, is transforming lives and making an enduring impact.
