Here at FluentStream, we live and breathe client success. From designing communications software simple enough for every user to providing award-winning onboarding and technical support 24/7, it’s at the center of everything we do. We’re proud of our culture and community, so we created the FluentStream Superstar award to recognize Streamers who consistently go above and beyond for our clients. 

The newest FluentStream Superstar is Provisioning Manager Ian Rigby! 

WHAT MAKES A SUPERSTAR

The first thing his colleagues say when asked about Ian is that he absolutely attacks his work with tenacity and relentless preparation. As soon as he gets involved, no goal is unattainable. No problem is too difficult to solve. No client gets left behind! 

Okay, maybe I got a little carried away there, but that’s what happens when you have a leader like Ian leading the charge. 

He elevates his whole department by being an approachable team player who is always willing to lend a hand and goes out of his way to make sure everyone succeeds together. 

Above all, the most impressive thing about Ian continues to be how hard he works to make sure each and every client has the best experience possible. Migrating phone systems from one platform to another can be a serious challenge. But when Ian gets involved, it’s always smooth as silk and easy as apple pie.  

INTERVIEW WITH THE MAN, THE MYTH, THE LEGEND

We sat down with Ian to learn a little more about what makes him so beloved by clients and coworkers alike. 

Q: First things first, what was your reaction when you found out you won the FluentStream Superstar Award? 

A: I was so humbled that enough of my peers voted for me to win! There are so many colleagues that I don’t get to interact with often, so it blew me away that they think I’m a Superstar.

Q: What’s been the hardest part about working from home full-time?

A: For me, it’s not being able to see my friends at work. Powwows just hit different now that they’re all over video calls.

Q: This month we’re passing along our top tips for dealing with difficult customers. As one of the best support reps in the game, what do you feel is most important when it comes to de-escalating difficult situations? 

A: Honestly, empathy goes a long way. If you can get yourself to truly understand why they’re so upset, people will usually work with you on much friendlier terms. Responding quickly to chats or tickets is also huge as well. No one with an issue wants to hear crickets in response. 

Q: What’s your cringiest customer support mistake and what did you learn from it? 

A: When I first started, I believe I closed a ticket without getting confirmation from the client, and they were not happy about that. Now I make sure I directly confirm with clients when the issue is resolved and I can mark things closed.

Q: Alright, onto the important stuff! What’s the best concert you’ve ever been to?

A: Shpongle Live 2019 is definitely the best concert I’ve ever attended. I was actually there working and got to meet so many amazing musicians. On top of that, I got to be a cog in the wheel to make this insane production happen. 

Q: If you could go on vacation right now to anywhere in the world, where would you go?

A: Japan, no question. I plan to travel the entire main island when I go via the bullet train.

Q: If you could switch jobs with any other FluentStream team member, who would you pick?

A: If I absolutely had to pick, I’d go with our Office Manager Drew! 

Q: Last, and arguably most important question. On a scale of 1-10, how much do you believe in ghosts?

A: Solid 7. I love scary movies and think it would be crazy to have a paranormal experience for myself. I feel as though I’ve been contacted by family in my dreams… But you know, those are just dreams so there’s no way to tell for sure.