The New Wave of Customer Service #6: Lefteris Klimentidis from Kaizen Gaming

Customer service is evolving at a rapid pace, so having a conversation about the field’s major trends and topics has become particularly important. 

Zowie’s New Wave is a series of interviews with trailblazing experts from the customer service industry. They’ll be offering insights and laying out their vision for the future. 

Today, we meet Lefteris Klimentidis, Head of Customer Service at Kaizen Gaming.

About Our Guest

Having more than 10 years’ experience in Sales and CS, Lefteris joined the online gaming industry in 2014 working in customer support. With the rapid growth of Kaizen Gaming, he had the opportunity to learn new things and evolve into the Head of CS role, leading 24/7 operations across different locations.

For him, customer service isn’t a department—it’s an attitude. He leads a team that has a customer-centric approach, engaging in a technology-driven and fast-paced industry. According to him, the four pillars of his team’s professional development are passion, team spirit, commitment, and continuous improvement. He believes having fun while working hard is a key ingredient to success.

What does excellent CS mean to you?

Excellent CS involves adjusting the service to every individual’s needs. This includes many things, from tone of voice to spending as much time as it takes for a customer to clearly understand a topic.

We could use a cliche, like “fast, personalized, frictionless experience,” but consistently viewing every single case as unique and incorporating the basics of customer service will bring good results. It’s about treating our customer’s problem like our friend’s problem.

What do you spend the most time on as a Head of CS and what would you like to spend more time on?

I think this varies based on business needs and the period we’re in. Currently, we’re expanding while optimizing our operations, so a lot of time is spent on trying to understand bottlenecks caused in operations and cases where the level of service isn’t what we want for our customers.

Meanwhile, we’re trying to identify implications and opportunities across the board in new markets where we plan to launch our service. In terms of preference, I think we ought to spend more time visualizing the CS operations of the future and working today to achieve results in six to eight quarters. Also, it’s always important for us to dedicate enough time to all those involved in CS operations, especially the front line.

What are the biggest challenges in CS/CX?

Finding the right balance between effectiveness and efficiency is a tough challenge.

In addition, identifying key customer data from an ocean of existing information is difficult. This is significant because it really affects customer behavior and helps us turn feedback into actions in order to create a better experience overall.

In your opinion, what will change in CS/CX within the next 5 years? What are the main trends?

Automations and self service are the two main pillars that all service operations are looking into. We’ll see more use cases of AI/ML taking over customer service journeys.

Organizations who are able to achieve personalization, effective solutions, and speed through AI and automations while maintaining the human element when customers need it will be ahead of the game.

How could CS and CX teams work together better?

CX is a broader aspect which affects a wide range of services provided. It basically impacts the whole interaction an organization has with its customers, even before they become customers (brand awareness).

I think exchanging data and information between CS and CX is critical. Through feedback received from customers, CS can become a validator of CX findings. Furthermore, CX can definitely guide CS to targeted customer service experience setbacks that need to change.

What are the challenges around automation in CS/CX?

We need to be clear on what we want to achieve using automations and be reasonable in the expectations we set.

I think most challenges come from overshooting performance results and ending up with less than what we were thinking of. Other major challenges include identifying the right technology/partners, deeply analyzing the workflows we want to automate, designing with the end customer in mind, and aligning on deliverables and performance. Nevertheless, these are all key factors in succeeding when implementing automations.

We want to thank Lefteris for his valuable insights.

For more pioneering perspectives on customer service, check out our other New Wave interviews.