4 minute read
Jul 20, 2021
When it comes to troubleshooting tech, there aren’t many people as knowledgeable as our technical support officer Michal Litwin.
Michal grew up in the historic city of Zamosc, a UNESCO world heritage site in Poland. His passion for IT and travelling to new places inspired him to move to Yorkshire, where he successfully completed a foundation degree in computing. After spending time working for an IT company, Michal joined the VOODOO team in April 2020.
Throughout his working day, you’ll find him on the phone helping customers to answer questions they have about the VOODOO platform or helping them to harness many of the different features available.
Today, we’re putting Michal under the spotlight.
SMS can be an incredibly powerful tool for businesses to communicate with their customers. I’m passionate about giving great customer service and helping our customers to harness mobile messaging in their business, but the best bit about my job is working with our developers and technical team to help solve the challenges our customers are facing.
Sometimes, this can mean helping our customers to understand how the platform works, but it can also mean working with our developers and technical team to develop new solutions to help our customers use the platform in the way they need, for example, integrating our platform into bespoke CRM systems. I enjoy keeping our customers updated and advising on the steps our technical team has taken to assist them throughout this process.
In some cases, the feedback we receive from customers can lead to the addition of new features or improved functionality, and one of the most satisfying parts of my job is seeing an idea that has been inspired by customer feedback become successfully integrated into the VOODOO platform.
An important part of this work is testing the technology and using previous customer feedback to think about all the possible scenarios in which the functionality will be used. Every business has different ways of communicating with their customers, and at VOODOO we have a ‘customer first, technology second’ policy, which means all parts of the platform must be simple and easy to use.
I enjoy talking to our customers and helping them troubleshoot problems they experienced. I particularly enjoy that moment when I speak to a customer who is unsure how to use a feature on the platform, such as setting up a new SMS campaign for the first time, troubleshooting the problem they are experiencing and achieving a quick and prompt resolution.
2. What subject did you enjoy most at school?
My two main loves at school were languages and IT, and I think it’s the love of those subjects that has inspired me to do what I do today. It felt like the two subjects worked hand in hand, because growing up in Poland, the default language on most of the computers was English.
I enjoyed learning English and discovered I was quite good at the subject. When I studied my Matura qualification, the Polish equivalent to A Levels, I received the highest score possible, something I felt incredibly proud of achieving.
3… and your worst?
I wasn’t keen on science. I think it was mainly to do with the way we were taught, rather than the subject itself. It was largely based on theory, which meant a lot of writing down facts and figures, rather than rolling our sleeves up and getting involved with experiments. It’s probably quite a good job we didn’t do that though, I was so bad at the subject that I’m sure if I’d have been let loose in the chemistry lab with a load of chemicals, it would have ended up in disaster!
4. What was the first ever mobile phone you owned?
I was about 14 or 15 when I got my first mobile phone, it was a Motorola V series flip phone. It was a pretty basic model, with a monochrome screen, and lacked even the most basic of games on it. But you could make calls and send text messages whilst on the move, and that felt like a pretty big step on its own.
5. If you could send a text message to anyone, dead or alive, who would it be and what would it say?
It would have to be the science fiction writer Frank Herbert. Frank is perhaps best known for writing the Dune saga back in the 1960s. It’s a book I’ve revisited on many occasions, and I’m looking forward to watching a new film adaptation, which is set to be released soon.
Even though he wrote his first novel nearly 60 years ago, many of the ideas he explored remain relevant today. My message would be to thank him for writing such an influential story and for fuelling my interest in the genre. I would also be fascinated to know what he thought about the 21st century and the role technology plays in our everyday lives.
6. What advice would you give to someone thinking about using SMS messaging in their business?
Give it a try. You never know, it may be the best decision you’ve ever made.
Although SMS has been around for a fair amount of time, far too many businesses rely on email and social media to communicate with their customers. SMS is a very different communications tool and one that can provide a great deal of flexibility.
I recently helped a new VOODOO client to understand some of the features on the platform. During our conversation, he mentioned how SMS had allowed him to quickly reach out to his past customers. As a direct result of the messages he sent, many of those former customers are now using his business on a regular basis again. He just couldn’t quite believe how simple and straightforward the process was!
If you are unsure about using SMS in your business, my advice would be to sign up for a VOODOO account, explore the platform and give it a try. We provide 25 free text message credits to new customers, giving you time to familiarise yourself with the platform and test the functionality it can offer.