Frequently asked questions

Marcel is a pioneer in the Chessity landscape of customer service. He has made innovations that no company has achieved due to his unique approach.

Once, I came across a ticket from him where he told the customer:

"I'm on vacation. Soon, in a few weeks, I will answer your question."

You might think: this isn't very smart. This could cost you customer satisfaction.

But no, Marcel has proven that customers love this: a unique personal experience.

Marcel sometimes leaves a customer waiting for two months.

And then he makes up for it with a coupon, sometimes with half a year of Chessity.

And even then, the customer responds incredibly enthusiastically.

Really, it seems that Marcel stumbles over his own beliefs. Because there are limits to when customer satisfaction won't just decrease due to certain behavior. Quick and correct responses still prove to be a huge customer satisfaction factor. We can't prove this anymore, because Marcel once turned off the customer satisfaction measurements in Zendesk.

But in this age of AI, it is at least proven that personality and genuine attention are of great value.