Pros
- The CX department had leaders who truly care about you and are there to support you (note our director, team manager, and senior CSM team lead gave notice within less than a week of one another) - You can gain some experience in a SAAS org - Your working with all different types of Doctors all over the country
Cons
- Mexico based employees are taken for granted, underpaid, and viewed as less than by senior leadership - The pay gap between teams is astronomical and grossly inappropriate - Sales process is extremely unethical, bait and switch, and based on lies - SDRs call Doctors to set up an “interview” claiming they are managers of the “Healthcare Division App” at insert: “Amazon/Siri/Apple” - this is 100% false DearDoc has never been associated with any of these entities and it’s a bait and switch tactic used to get Doctors excited about connecting with what they think is a legitimate company - AEs set unrealistic expectations as to the number of leads that a Doctor will be receiving to close the deal and the CS department is left with the aftermath. - Some of these unrealistic expectations consist of: - Making up / inflating website traffic numbers to show more value and more opportunities for conversations to close a sale - Senior Leadership is aware that the way they go about portraying numbers is 100% incorrect but it "helps close the deal" - Saying that a particular product such as their Google integration will double, triple, or even quadruple their leads yet it’s well known across the company that the product only produces potentially a 1-2% increase in leads - Claiming that DearDoc has an “exclusive partnership with Google” to price a product in the thousands when all they do is add a link to the customer's Google my business listing - Senior leadership is aware of these issues and promotes them because it helps close deals quicker, helps inflate and enlarge the deal size, and boosts their egos that their sales process is so incredible - Legal threats from customers have become nearly a weekly occurrence due to these bait and switch sales tactics and the refusal to issue refunds now that they don’t proactively let customers know they are going to be charged a renewal - DearDoc doesn’t own a single product- they are all white labeled products so there’s little to no room for improvement. Some of the products don't even function correctly because they are all individual white labeled products that the team tries to piece mail together - DearDoc has mismanaged its content services which never have been given the true staffing, structure, organization, and support to be successful because it was never a true priority yet the content services are vital to the CS department to try and save and turn customer relationships around - Disconnected Senior Leadership team - they push messages without clearly thinking about the impact they have on team members and do not think about the MX team when making these announcements - Senior Leadership cares about one thing and one thing only - revenue. People don't matter, the individuals putting in hard work don't matter. They say they do, but actions are way louder than words and I do not see actions that show that they care about the MX team members or the CS department
