Things We Know: The Department of Customer Relations, by CSW

Things We Know: The Department of Customer Relations, by CSW

150 150 Ray Comas

Customer Service


A lot of things came to mind when I decided to write about the new reality on customer service in web development.
I’ve always considered customer relations and attention an essential –if not main– piece in projects, regardless of the industry, but I wanted to be more specific and compare our philosophy, accomplishments and practices to those involving our direct clients and communities.
After some research and a few conversations I learned that what’s coming is an extension of our current process; and even better, that the new trends include something we’ve been exercising since the start: common sense.

I’ll explain:
Our company is a multicultural, multidisciplinary consulting hub. Our backgrounds include collaborations in different technologies and fields of study, but also rich cultural environments focused on and sustained by people, so supporting and understanding others comes naturally.

The greatest trend on relations management for the upcoming years is right-time and niche interactions; the old sales premise of “first know your client” was further explored at CSW through “to know your client, you have to listen first”. Listening is the key to knowing people, detecting real needs and developing trust.

This process of getting to know others has taken us to approaching people at the right time, and with a stronger message. It has also taken us to develop a more intuitive and robust methodology, which is shared by our team, and which we used to call common sense (“the common sense of caring for others”). Now we know it’s a blend of experience and expertise, and we also know that we have a head start.

We evade bureaucratic ideologies to handle customer issues in the fastest and most efficient way. We’ve curated our team by collaborating with developers who are comfortable –and successful– handling everyday connections with our clients and Product Owners, and who can determine priorities quickly while maintaining the communication channels open and updated for the rest of the team.

Web development moves fast, projects and teams come in all sizes, and needs vary enormously, but we still prioritize happiness and service.


For projects or services which cannot afford to be down, our clients appreciate to have the option of contacting our developers directly, or the partners if necessary. There are methodologies put in place for emergencies and everyone on the team knows what constitutes and emergency, what can wait, and what to do in either case; our clients know when to expect a response and a resolution.

As we continue our explorations into the future of work, we remain curious to detect trends on our own; that is, other practices that will become “common sense” to improve customer experience in our industry.

Post by Ray Comas. If you’d like to continue the conversation, email him here.