It’s the tail end of Customer Service week, and while we had an outpouring of support from our users telling us why they appreciated us, we figured we’d flip the script and let some members of our support team tell you exactly why working in the Clio Support department is so infinitely rewarding and why our user base is the best in the world.
Catherine Hillier, Support Team Lead
I’ve been with Clio since 2010 and have had tens of thousands of interactions with Clio users. Over the years I’ve spoken to solo practitioners, small/medium/large law firms, Law Schools and other institutions and they all want the same thing – to use a practice management system that is easy to use and saves them time.
There is nothing quite as rewarding as training users on the best ways to take advantage of Clio features so that they feel empowered to leverage all the great functionality of the program, which in turn leads to increased efficiency on their end.
I love speaking to users on the phone and showing them features that can address a need they have and hearing the positive comments about Clio and our Customer Support team. As the Manager of Customer Support, it is my goal to ensure that all users contacting Support receive friendly, efficient and knowledgeable help. Lawyers are busy so we want to get them back to what they do best as quickly as we can!
Support agents are armed with almost 120 hours of dedicated training before they pick up their first phone call and on-going training is mandatory. There is a very rigorous schedule of demos, tests and scenario based set ups that help prepare each of our new hires to serve Clio users to the best of their ability. We pride ourselves on having a team that works together well, has superior product knowledge and is super friendly too!
Jay Castro, Support and Migrations Specialist
“If you wanted to create Clio evangelists … I’m sure you succeeded”. This was a recent comment from an attendee of our Clio Cloud Conference in Chicago that I had the opportunity to be a part of. I was able to witness first hand what it was like to be part of a company that is not just liked, but well loved by their user base. Coming to Clio from a cloud based software company primarily for Realtors and before that one of the largest telecommunication providers in the Northwest, I knew just how frustrating it was to be on the other end of the phone with a user who was not satisfied.
But what makes Clio users different? I feel it’s because our users think they’re a part of something, they’re not just seen as customers but part of a community. Everyone that works for Clio is invested in seeing the company grow, our users see this and want to be a part of it too.
This is why I love working for Clio. We embody the “work hard, play hard” attitude so much, that we plastered it on our walls. From the support representatives you speak to everyday, to the cofounders Jack and Rian, you’ll get a sense that we all love what we do and we’ll make sure you love it as well.
So what makes it so rewarding to be part of the support team for the number one cloud-based practice management solution in the world? The answer is simple: our customers! From all of us here at Clio, a very happy Customer Service Week, and thank you for allowing us the opportunity to be part of something great.
Have a great experience with Clio Support you’d like to share? Tell us in the comments below!