Meet Alexis, Retention and Reaction Lead at ANNA

Could you give us a brief explanation of your role at ANNA, and how your job makes a difference to customers?

As the Retention and Reaction Lead at ANNA, my role is to be the voice of our customers, to truly listen, understand their challenges and perspectives, and ensure they’re heard across the wider team.

I work closely with developers and other departments to translate customer feedback, pain points, and ideas into practical solutions. My goal is to turn every concern into an opportunity for improvement and deliver the best possible outcomes for our customers.

You spend a lot of time speaking to customers. What’s one thing people can tell about you, even without hearing your voice?

I hope that people can tell that I care deeply about what I do. Even without hearing my voice, I try to let my empathy and kindness shine through in every message.

What’s the key to great customer support?

Great customer support is all about empathy, listening, and action.

Hearing what matters to customers and turning that into meaningful solutions – be their voice and let that speak to the wider team.

If you’re dealing with a customer under stress, how do you put them at ease?

Listening carefully, acknowledging their feelings, and calmly guiding them toward a solution, showing them that they’re supported every step of the way, is key.

What’s one of your favourite parts about getting to speak with lots of different business owners?

One of my favourite parts about speaking with different business owners is getting to understand their world, their challenges, their wins, and what makes their business unique.

I love being able to support them in finding the right solutions, and it’s inspiring to see the passion they pour into their work. Every conversation is an opportunity to make a real difference for them and their business.

Retention is a big part of your role – what’s one thing that makes the difference between someone leaving and someone staying?

Retention is a big part of my role, but for me, the key difference between someone leaving or staying is helping customers truly understand what’s best for them. It’s their business, and I see my role as supporting them to get the most out of their business account. I always lead with this in conversations; they know their business best, and we’re not here for a quick fix or a temporary patch.

What we really want is to make a genuine difference, help their business grow, and be there for them long-term.

Do you find customers act differently in chat versus on the phone? Any funny contrasts?

I’ve noticed that customers can behave quite differently in chat compared to on the phone. A big part of that, I think, is that they often don’t realise they’re speaking to a human in chat. Our amazing ANNA bot does a fantastic job, but when she can’t help and they’re passed through to a human, they’re often surprised to find out I’m actually there chatting with them.

I think that element of surprise really shapes our conversations. I also love the banter on the phone, and I enjoy showing customers that there are real people behind the chat who are genuinely there to help them.

What motivates you?

What really motivates me day-to-day is taking ownership from start to finish , shaping the issue, influencing the outcome, and making a real difference for the customer. I love knowing that my work can prevent others from experiencing the same pain points and truly improve their experience

What’s your proudest moment at ANNA?

My proudest moment has to be seeing how far we’ve come, watching the team evolve, take ownership, and shape what has become a world-class customer service experience. It’s amazing to see how dedicated everyone has become to creating the best experience for our customers. I feel proud to have played a part in shaping that, but with a company like ANNA, it feels natural!

We’re real people who genuinely enjoy helping small businesses flourish, and that passion drives everything we do.

What’s the best thing about working at ANNA?

The best part of working at ANNA is definitely the team.

The people here genuinely care, take pride in their work, and are committed to improving processes and outcomes for our customers. You can rely on them, trust them, and see their passion shine through, and it’s amazing to see how well everyone collaborates to make a real difference.