Chat with Avi Baytel, CloudCar’s Customer Support Manager

Hi Avi, thanks for chatting with me this morning. Remind me, what’s your role at CloudCar?

I am the customer support manager at CloudCar. I am responsible for the company’s Business-to-Business (B2B) and Business-to-Consumer (B2C) customer support operation and I had the opportunity to build this organization at CloudCar from the ground up.

That’s exciting. What was your background before CloudCar?

Well, I am an engineer by trade, but from an early stage of my career I realized that helping other people to solve  technical problems is something I very much enjoy and that is where my passion lies.

In what space?

I have spent most of my career in the telecommunications industry working at leading corporations and startups both in Israel and the US in which I held multiple customer service & support engineering and management positions.

So what are you involved in at CloudCar right now?

We released justDrive app for public use in mid November 2015 and since then we have gained thousands of users and our customer base has continued to grow every day and the best part about being in a customer facing role is I get to connect with users to improve our product every day.

How do you connect with users?

Social media has definitely changed the way we receive feedback. Now we have instant reviews. So far we have received great reviews and feedback from users who love the app. They have also contacted us with great ideas on how we can make it even better.

That’s really great that you take that feedback back to production…

Yes. Although many of these great ideas we are already planning to introduce in our next release and some will come later on, but we are always working on adding new features and capabilities as well as improving existing ones and we will continue to listen to our users and learn from their experience and feedback how to improve justDrive to offer the best user experience.

Are there any setbacks to having instant feedback?

I wouldn’t say setback, but it can be challenging as you publish your first release… which, by the name “first” means there are more versions to come… it’s a tricky process bc you want the product out there but you know there is still a lot of work to do… luckily we have amazing customers who understand this and our first release has already been well received.

So, on that note, what’s next?

Beside adding new features and services we are also working on expanding justDrive support for more languages beside English and new Geo-locations during this year, so stay tuned for our next official announcement!

I’ll stay tuned! Thank you for you time this morning Avi!

No problem, and don’t forget to follow us on Facebook and Twitter to get updated.