Ivaylo Ganev is the Customer Service Manager at SiteGround. He is actively engaged in the training program of the department, optimization of the workflow and innovations in order to improve the quality of service. His previous experience was related to accounting and finance, but he realized that while numbers have their weight, communication is a guiding force in any endeavor. He has dedicated the last 10 years to this - rediscovering the power of words and helping each of his employees to unleash their full potential. This is why he believes that no matter how artificial intelligence enters our daily lives, good customer service will remain unsurpassed for a long time to come
Online communication, as convenient as it is, comes with one big drawback and that is the lack of non-verbal messages. All those gestures, eye contact, timbre of voice, intonation, and so on, that make up 80% of face-to-face communication. This problem remains in the background and businesses do not sufficiently address it when communicating with customers or employees. As a customer service manager at SiteGround, a company with over 2,000,000 domains registered worldwide, Ivaylo will introduce us to the main challenges and how to best “touch” the customer opposite.
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