Fast Five with Adam Fielding

Old-fashioned customer service and quality communication remain crucial to supporting customers, in partnership with the customer experience optimisation technology offers.

For this month’s Fast Five we caught up with our Senior Support Technician Adam Fielding to get his advice for a smooth customer service experience, hear about one of the more challenging support tasks he’s had to handle, and discover the song he just can’t get out of his head.

You’ve been with Jonas Leisure for a while now. What do you still love most about your role?

Versatility. I’ve gone from front line newbie to leading the team, and from writing the How-To guides so I understand the product to being the one who teaches them. I’ve really enjoyed the regular variations on a role that’s sometimes hemmed in at other companies.

Is there one customer support interaction you’ve had in your time with Jonas Leisure that sticks in your mind?

After handling about 6,000 support tickets over seven years I’ve had many great interactions with just about every site we support.

One that sticks out was an issue with a key customer where a range of scheduled debits didn’t happen correctly. The customer communicated promptly and quickly, meticulously gathering all the data required, and we worked together to resolve the issue as quickly as possible.

It was quite a challenge at the start, but it turned out to be one of the smoothest tickets I’ve ever worked through because of the great communication and teamwork from all parties.

Are any recent technologies changing the way you provide support to customers?

At this stage we’re focusing on better utilisation of current tools and systems rather than adding new tech for the sake of it. AI is the hot new thing that everyone’s checking out, but it’s still in its early stages.

What is your one piece of advice for clients to help streamline the support process?

Provide a complete picture of the issue so we can give you quicker and more comprehensive support. If you flesh out an error log dump with some context by including details of when the issue started, how many people are affected and how crucial it is to your business this will help us spring into action!

What recent or upcoming Envibe feature are you most excited about?

I’m really excited about a new ‘replacement sessions’ feature coming to our Online Courses module. If a fitness course attendee is sick, this new feature will allow them to select a replacement time themselves, direct from a facility’s customer portal, rather than having to sort it out with facility staff in person or over the phone. Slowly but surely, everything that once had to be done on-site or in person is becoming something you can do from anywhere through a web browser.

I know you like your music. What is your favourite artist or song right now?

W.I.T.C.H. by Devon Cole is my current repeat-to-death fave, with Build A Little World With Me by Laura Shigihara and Important by Ian McConnell rounding out my top three.