Allow us to introduce to you Katy Morris, who heads up customer support and experience at Viddyoze. Since joining us in 2020, Katie has been working hard at transforming the way we do customer service so that the experience is nothing short of awesome. When she’s not busy absolutely smashing customer service, you’ll find her at happily at the beck and call of her trust beagle or open water swimming. Here’s how she sees it.
It’s okay to not know
That’s one of the most important things I’ve learnt so far in my career. There’s nothing wrong with asking for help. And it’s okay to challenge the norm. Just because something has always been done one way, doesn’t mean it’s right.
Curiosity has led me to where I am today
My customer-centric passion has grown from my curiosity in understanding people and their needs. I’m always looking to dig deeper. Living in a number of different countries and experiencing a wide range of cultures has played a huge part, too. I’ve learnt a lot from other people, as well as from different environments – you have to be open to seeing things from a different perspective.
Helping people – that’s what motivates me
My job allows me to work for customers and figure out new ways of keeping them satisfied. I find solving challenges that make customers happy the most rewarding part of my role.
Customer service is what sets companies apart
The bar is constantly being raised when it comes to good customer service. And that’s not all. Customer expectations are also rising. What hasn’t changed is the day-to-day challenge of being able to delight our customers at every opportunity. Really getting to know our customers is key to making that happen – so too making the most out of the latest trends.
Technology is indispensable in delivering quality customer support
It allows customers to take control of how and when they interact with a brand, as well as helping to ensure they remain at the forefront of any company.
Real-time omnichannel communication – that’s where we’re heading
Customer expectations are changing rapidly – the pandemic has simply accelerated things. What we’re going to see is a real shift towards the kind of customer service that is immediate, regardless of what channel people are on. Personalised customer engagement, including video support, is going to be big.
A personable encounter that’s convenient, friendly and fast
That’s the definition of good customer support. That and making people smile.
Passion, curiosity and accountability
The three things that I believe are indispensable to customer support and experience.
Never underestimate the power of a thank you
It makes me smile every time I hear it.
Quick-fire for Katy Morris
- Go-to emoji: 🧜♀️ (I wish I was one!)
- Go-to social media platform: Instagram – I love the fun and informal interactions that happen between brands, friends and customers. And I love exploring random hashtags
- Tea or coffee: Coffee, no milk and strong… and lots of them!
- Favourite food: Pasta – I could live on it
- Favorite TV show: I will binge Grey’s Anatomy (the rollercoaster of emotions is incredible!)
- Favourite book: Alice in Wonderland by Lewis Carol – my all-time favourite
- Favourite work of art: Kissing Coppers by Banksy – I love the thought-provoking messages he portrays
- Favourite quote: “Curiouser and curiouser!” (from Alice in Wonderland)
- Who do you admire: Michelle Obama for her determination and ability to inspire and unite people from all classes and backgrounds
- We’re at a party. Your trick is: I don’t have one but my beagle, Copper, has many. She always steals the show!
Katy is going to be swimming the length of the English Channel in July for COSMIC, a charity that supports the children’s and neonatal intensive care units at St Mary’s and Queen Charlottes Hospitals in London.
If you would like to donate, check out her JustGiving page. Every small bit will make a huge difference. Thank you!