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Assistly Redefines Customer Service With New Role, VP of Customer Wow

Dan Stern Takes the Reins of the New "Super Job" to Ensure Successful Customers

SAN FRANCISCO, CA -- (Marketwire) -- 02/14/11 -- Assistly, a provider of web-based customer service and social CRM tools, announced today another pioneering step in the realm of customer care by appointing its first Vice President of Customer Wow, Dan Stern. The role underscores Assistly's commitment to providing extraordinary service alongside its exceptional software.

"The office of Customer Wow is not 'customer service' renamed," said Alex Bard, co-founder and CEO of Assistly. "Customer Wow is bigger than that. It's a new office, and new type of position. It cuts across the entire company, across traditional silos," continued Bard.

"We build tools to help companies deliver awesomely responsive customer service," said Stern. "But a lot of times you need more than tools. You need processes and know how. That's my job, to help our customers bridge that gap. Any company that adopts Assistly should know they're getting more than just a great tool -- they're getting an entire company dedicated to helping them deliver Customer Wow."

"When I first saw that Assistly had named a VP of Customer Wow, I assumed it was just for show. I was wrong," said Michael Johnston, CEO of Simplenotes. "After the first day of service, Dan had already taken the design and branding from our website to make a great looking template for our support portal. The only response I could muster was, 'Wow.'"

The Office of Customer Wow, headed by Stern, has three main goals:

  • Providing Best of Class Professional Services - Assistly's team is available to help customers streamline and optimize their service delivery, implementing processes that are cost-effective, time-saving, and confer competitive advantage.
  • Amplifying the Voice of the Customer - By spending time solving customer problems, the Office of Customer Wow will have intimate knowledge of customer pain points and will help drive product innovation.
  • Delivering Random Acts of Kindness - The department dedicates twenty percent of its time toward to identifying ways it can help customers out of the blue, at no cost -- just for the Wow factor.

About Assistly

Assistly builds customer service and support automation tools through a Web-based platform that integrates traditional support channels (email, FAQ, chat) with social media channels (like Twitter and Facebook) through a collaborative desktop and airtight case management system. Assistly helps progressive companies provide consistent world-class service and support across multiple channels, in real time.

To learn more about how you can create a customer wow role, visit our blog at http://www.assistly.com/blog/.

For more information, please visit www.assistly.com. You may also follow @assistly on Twitter.

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