In our latest CX Diaries blog series, we had the pleasure of speaking with Dr. Jo Shattuck, the visionary Founder and Neuroscientist at PANTHERTEC. Dr. Shattuck shared her unique approach to customer support, the philosophy behind PANTHERTEC, and her experiences with Helpshift, a key partner in their customer service journey.
About PANTHERTEC
PANTHERTEC’s Kinesthetic Awareness Training (KAT) device is the first wearable athletic training technology of its kind. It is the only wearable that offers actionable, real-time corrective vibratory feedback for sport skills during practice. The KAT system was invented by Dr. Jo Shattuck, an experienced coach, educated neuroscientist, and former professional athlete, ranked among the top 10 world-ranking professional racquetball players, with 23 years of coaching in a highly technical sport.
“KAT Training delivers vibratory feedback to accelerate muscle memory. Smart body-worn devices ‘learn’ a movement in real-time and then ‘teach’ it back to the wearer with vibrations felt through the sensors—during the movement in sport or rehabilitation.” — Dr. Jo Shattuck, PANTHERTEC’s Founder
A Philosophy Rooted in Continuous Improvement
Dr. Shattuck’s approach to customer support is encapsulated perfectly by PANTHERTEC’s tagline: “If you wake up thinking of how to get better…we get you.” This philosophy emphasizes the relentless pursuit of improvement, whether in sports, health, or movement. The commitment to helping customers achieve their goals sets PANTHERTEC apart in a competitive market.
“We want our customers to feel understood and supported in their journey to better themselves,” Dr. Shattuck explains. This customer-centric mindset ensures that every interaction is tailored to support the individual’s progress and success.
When it comes to customer support, speed and clarity are paramount. According to Dr. Shattuck, PANTHERTEC’s customers expect quick responses and clear, actionable guidance on achieving their objectives. This aligns with the broader trend in customer service, where immediacy and precision are highly valued.
The Athlete’s Approach to Customer Support
Dr. Shattuck’s early-stage vision for PANTHERTEC involves building a strong foundation for future growth. Unlike other companies that treat support as an afterthought, Dr. Shattuck prioritizes it from the start. By setting up a robust support system early in the start-up journey, she ensures that PANTHERTEC can scale effectively and sustainably.
Implementing a SaaS customer support platform is akin to the journey of a top athlete preparing for a major competition. Just as an elite sportsperson begins with a clear vision of victory, starting small with practice and warm-ups, a startup must lay a solid foundation for customer support from the outset. This preparation ensures they can endure the long haul and achieve success. Setting up excellent customer support early in the startup journey is crucial to supporting customers as they transition to loyal clients. Without this solid foundation, the first customers may experience friction, risking their departure and leaving them with a negative impression. Just as athletes can’t afford to neglect their early training, startups can’t afford to overlook the importance of early-stage customer support. By proactively integrating advanced support systems, startups can ensure they deliver efficient, respectful, and effective customer experiences from the beginning, setting the stage for long-term success and customer loyalty.
Implementing Early Foundations Helps Gather User Feedback
Just as athletes benefit most from immediate feedback to correct their movement and improve performance, businesses must gather and act on user feedback promptly to enhance customer experiences and address issues effectively. Unfortunately, in both sports and customer support, feedback is often received too late, diminishing its impact. To truly excel, feedback must be timely, allowing for swift adjustments and continuous improvement. By establishing robust feedback mechanisms early on, companies can ensure that they respond to customer needs with the same precision and effectiveness that athletes use to perfect their techniques.
Overcoming Educational Challenges
Before partnering with Helpshift, PANTHERTEC faced significant challenges in educating its customers through its app. The lack of a streamlined method for delivering educational content hindered their ability to provide the necessary support.
Choosing Helpshift was a strategic decision. “We started with Helpshift as a small firm, and we knew we could grow together,” Dr. Shattuck recalls. This partnership has been instrumental in transforming how PANTHERTEC educates and supports its customers, particularly in teaching new movement techniques.
The Challenges of Traditional Support Systems
Reflecting on traditional support processes, Dr. Shattuck notes that many systems rely on guesses about what customers want, leading to inefficiencies and missed opportunities for providing real value. Traditional customer support systems, often reliant on email and phone, present significant challenges. Email support typically results in long response wait times, frustrating customers and delaying issue resolution. Phone support, while more immediate, incurs higher costs and can still lead to long hold times and inconsistent service quality. Furthermore, these traditional methods often fail to leverage the latest advancements in AI and technology, limiting their ability to meet evolving customer needs and expectations. Without incorporating modern support tools, companies miss out on the efficiencies and enhanced customer experiences these technologies offer.
Personalization and Speed: The Future of Customer Service
Looking ahead, Dr. Shattuck emphasizes the importance of personalization and speed in customer service. “Personalize everything accurately. Do it fast,” she advises. As technology evolves, the ability to offer tailored, rapid responses will be crucial for customer service leaders.
She is particularly excited about how Helpshift enables PANTHERTEC to change how people learn to move. The integration of advanced support tools has revolutionized their customers’ learning process, making it more interactive and effective.
Dr. Shattuck’s insights highlight the dynamic nature of customer support and the importance of continuously evolving to meet customer needs. At PANTHERTEC, the commitment to helping customers improve is not just a philosophy—it’s a daily practice.
