About our power user, Dániel Kovács

How’d you get into the Industry?

I have always wanted to work with customers and make sure that they are successful with the product they are using. I did my studies in Hungary about customer care. My passion for customer care started when I lived in the U.S. and saw how differently businesses communicate and provide support for their customers compared to how they communicated in Hungary.‍

When you start a new project, what process do you follow?

I have had larger and smaller projects related to our Support Team, and the main goal was to increase the efficiency of the support staff. I have created QA projects and workshops and have proposed the most effective tools for our team to use. These processes have allowed the support staff to work more efficiently and faster.

For example, one of my projects is to increase the quality of Support interaction with users. First, I create a mindmap and a rough draft. During this process, I use capture tools to gather all my information in Cloudapp. CloudApp has significantly increased the efficiency of my projects and work processes due to it being fast and extremely easy to use. Example: I use Cloudapp to make GIFS/screenshots when building knowledge bases for our Support Team agents.

What is the key to success for a new support team?

‍Going the extra mile for the users and doing anything possible to find a solution for them. It is also crucial for the Support Team to channel feedback to the product group in the most efficient way possible and act as the bridge between the end user and the product team.