Carrie Couch
About Carrie Couch
Carrie Couch is a Customer Support Specialist at SamCart, where she has worked since 2021. She focuses on developing customer support documentation and identifying product issues to enhance software quality.
Work at SamCart
Carrie Couch has been employed at SamCart as a Customer Support Specialist since 2021. In this role, she contributes to the development of customer support documentation, which includes knowledge base articles, canned responses, and FAQs. She plays a key role in identifying and reporting product bugs and issues to the product development team, which helps improve software quality and usability. Additionally, she assists the escalations team in troubleshooting and resolving bugs, utilizing .har logs for enhanced visibility into bug occurrences. Carrie participated in the Alpha and Beta launches of live chat at SamCart, providing feedback that led to the implementation of chat CSAT and SLAs.
Education and Expertise
While specific educational details are not provided, Carrie Couch has developed expertise in customer support and software usability through her professional experiences. Her role at SamCart involves creating support documentation and identifying product issues, indicating a strong understanding of customer needs and software functionality. Her participation in live chat launches and her consistent maintenance of a high customer satisfaction rating further demonstrate her proficiency in customer support practices.
Background
Carrie Couch has a diverse professional background in customer support and sales. Prior to her current position at SamCart, she worked at Solid Commerce in various roles, including Growth Advisor and Sales Development Representative. She also served as a Team Lead at The Chat Shop and as a Sales Genius at Antwerpen Nissan. This varied experience has equipped her with skills in customer interaction, sales strategies, and team leadership.
Achievements
In her role at SamCart, Carrie Couch has maintained a minimum of 95% customer satisfaction (CSAT) rating over a rolling four-month period, reflecting her effectiveness in customer support. Her contributions to the Alpha and Beta launches of live chat at SamCart were instrumental in implementing chat CSAT and SLAs, showcasing her ability to influence product development positively. These achievements highlight her commitment to enhancing customer experience and software quality.