In the world of customer support, achieving a 100% Customer Satisfaction (CSAT) score is like hitting a grand slam in the bottom of the ninth. This July, Column’s Support team accomplished exactly that, delivering an unprecedented 100% CSAT score while handling thousands of customer interactions across our diverse user base.
This milestone is a testament to the dedication, expertise, and customer-first approach that defines our support team. As we celebrate this achievement, it’s worth taking a closer look at the team and processes that made this success possible.
Who Is Column Support?
Column Support is comprised of experienced support professionals who bring deep knowledge of the public notice process to every customer interaction. This isn’t your typical help desk. Our team members understand the intricacies of legal advertising, compliance requirements, and the unique workflows of each stakeholder in the public notice ecosystem.
Our support professionals serve an incredibly diverse range of users, each with their own specific needs and challenges:
- Newspaper partners managing legal notice workflows and revenue streams
- Government agencies ensuring compliance with public notice requirements
- Law firms publishing notices for legal proceedings and business matters
- Businesses handling required corporate notifications and announcements
- Private parties navigating personal legal notice requirements
This diversity means our team must be adaptable experts, capable of switching contexts from helping a small-town newspaper optimize their workflow to assisting a major law firm with complex legal notice requirements—sometimes within the same hour.
How We Deliver Support At Scale
Managing customer relationships across such a varied user base requires both sophisticated systems and a human-centered approach. Column Support operates through two primary channels designed for maximum accessibility and efficiency:
Email Support: Our primary channel for detailed inquiries, complex troubleshooting, and comprehensive guidance. Email allows us to provide thorough, documented responses that customers can reference as needed.
Live Chat: For immediate assistance and quick questions, our live chat provides real-time support during business hours, ensuring customers can get help exactly when they need it.
The numbers tell an impressive story of efficiency and responsiveness. Our team handles approximately 5,000 tickets per month—that’s roughly 250 customer interactions every business day—while maintaining an average reply time of just 15 minutes.
To put that in perspective: when a newspaper has a question about a legal notice order with a deadline at 2 PM, they typically have their answer by 2:15 PM. When a government clerk needs help with compliance requirements on a Friday afternoon, they’re not left waiting over the weekend.
Our Approach: More Than Problem-Solving
What sets Column Support apart isn’t just our response time or technical knowledge—it’s our fundamental approach to customer relationships. As our Customer Support Team Manager, Deidre Stevens-DiGiovanni, explains:
“We strive to create and maintain positive customer relationships through expert guidance on Column’s platform. As the forward-facing representatives of Column to the external world, we serve as application experts who never stop learning. We continuously adapt our knowledge to meet each individual contact’s needs, helping create better experiences that strengthen customer engagement with our platform.”
This philosophy manifests in several key ways:
Context-Aware Support: Understanding that a question from a weekly newspaper requires different context than the same technical question from a metropolitan daily or a state government agency.
Proactive Education: Rather than simply fixing immediate problems, our team helps customers optimize their processes and workflows for long-term success.
Relationship Building: Recognizing that many of our customers work with Column regularly, we focus on building ongoing relationships rather than treating each interaction as isolated.
Continuous Learning: The public notice landscape evolves constantly with new regulations, changing compliance requirements, and shifting industry practices. Our team commits to staying ahead of these changes to better serve our customers.
The July Milestone: Perfect Satisfaction
Achieving 100% customer satisfaction in July represents the culmination of years of process refinement, team development, and unwavering commitment to excellence. When you’re handling 5,000+ monthly tickets across diverse user types with complex, often time-sensitive needs, maintaining universal satisfaction requires everything to work in harmony.
This achievement becomes even more remarkable when you consider the stakes involved in our customers’ work. Public notices aren’t just routine business communications—they’re legal requirements that protect community transparency.
The 100% CSAT score means that every single customer who responded to our satisfaction survey in July felt their issue was handled effectively, professionally, and with the level of expertise they needed. It means we didn’t just solve problems—we exceeded expectations across the board.
Looking Ahead
While personalized support will always be central to our approach, we’re also committed to empowering our users through self-service resources. The Column Help Center at help.column.us serves as a comprehensive knowledge base where customers can find answers to common questions, step-by-step guides, and best practices for using our platform effectively.
Our support team actively contributes to this resource by identifying frequently asked questions and creating clear, actionable documentation based on real customer interactions. This approach not only helps users find immediate answers but also enables our support team to focus on more complex, relationship-building interactions that truly require human expertise.
As we continue growing, we’re committed to maintaining the high standards that led to our July milestone. The 100% CSAT achievement reflects our dedication to both responsive personal support and comprehensive self-service resources. By combining immediate human assistance with robust documentation, we’re building a support ecosystem that scales with our customers’ needs while maintaining the quality and expertise they’ve come to expect.
Have questions about Column’s platform or need support? Our team is ready to help. Email us at [email protected] or use our live chat feature—and experience the support excellence that earned us that perfect satisfaction score.