Every single company in the world will talk the talk, but SuperHi tries to walk the walk in giving the best customer support to people learning new creative skills. Our Net Promoter Score is consistently above 80 and regularly in the 90s which makes us one of the top 0.1% companies in the world when it comes to customer service.

Why do we even interact with customers?

Some companies have zero customer support or leave it up to the community to help out. We feel like this is not a human way to help people learn new skills, especially when you're learning things online, so we want to give people a real, human experience when learning. We want to be warm and friendly, not cold and clinical, in the way we think about everything at SuperHi.

Definitions

Firstly let's define what terminology we use internally to denote people who interact with SuperHi:

• A student is anyone who is currently learning with SuperHi
• A member is anyone who is signed up to SuperHi Unlimited
• A customer is anyone who is interacting with SuperHi whether they've bought anything or not
• We generally try not to use the term "user" as it's a little too vague and impersonal

How to interact with customers

• Be friendly – no one likes to talk to a robot so add some of your own personality into your interactions with students.
• Be human – sometimes you may not know the answer to something and that's okay. We've found that customers
• Be respectful – most students are learning brand new skills and may not understand concepts straight away, and the common reasons non-students are talking to us on customer support is that something isn't understandable. Do not talk down to them or be condescending.
• Listen to customers – if customers are frustrated, most of the time this is an issue that we can fix by making our product or education clearer. Rather than shutting down the customer, we want to know as much information as possible so that we can fix any issues for the long term.
• Represent SuperHi – every interaction, positive or negative, is a representation of the whole team at SuperHi. Try to give someone the best support you can.
• Think diversely – our customers are not homogenous and come from a varied mix of backgrounds. We have non-native English students, deaf and hard-of-hearing students, neurodivergent students and more. Try not to assume anything about the customer.

How we interact with customers

At the moment, there are several ways we interact with our customers:

• Live chat – at the moment we have a live chat on our website where customers can ask questions. Each conversation goes into our customer support tool, Help Scout, where it can placed into different inboxes, depending on the topic of conversation