Let’s start by talking about the product: they promise so much and deliver so little. The product itself is buggy and it never really delivers what users are waiting for. A fair example is autofill, the big feature Dashlane is so proud of, yet, it rarely gives you the smooth experience you’re expecting. In general, bugs reported take forever to get fixed and leadership expects you to deliverer the news to the users with one email, no questions asked. Because you know, it is what it is and you have to move on! They also expect customer satisfaction, which is a bit hard if your product has so many flaws and your guidelines/resources are weak, isn’t it? Now let’s talk about what they expect from you if you’re a customer support representative, a senior cx support representative or even a B2B expert: robots. Robots but with a human touch! How? By asking you targets that are impossible to reach, expecting you to give 200% of yourself everyday because they need “efficiency”. Be faster with your responses, use macros, write less, write more, think ahead, show you’re a real person. But again, be fast! Faster! Look at your numbers! You’re not reaching your target! If you’re working for Dashlane (in the CS dept, at least) please don’t forget to keep track of every single minute you’re working on a ticket, every single meeting, break. Don’t you dare to take a minute to stop and breathe. Next topic: transparency. I wonder where did that go or where is Dashlane keeping it. Sure, companies grow, things change and you need to adapt but, don’t you need to keep your employees informed, engaged and motivated? I guess Dashlane prefers to change processes, guidelines, targets, career progression processes from one day to another and tell you “this is how it’s going to be from now on”. Then you can ask why, sure you can. What will you hear? A hand full of nothing. “Restructure” was one of the words that was so used to justify so many changes. I could go on and on about so many things that are incredibly wrong about how this company is running things but here are the main points you have to keep in mind:
- Leadership doesn’t listen
- People are being let go, some are leaving by their own, some have been away for a long time because of a burnout
- They radically changed since last year and you’re no longer able to take ownership of your career here
- Promotions don’t happen and when they do, they’re shady.
Dashlane was so so proud to say that this was far away from being a toxic call center environment. Funny enough, they managed to get themselves there!
