If you could make Avalara better - what would you change?

Question Analysis

This question is asking you to demonstrate your ability to think critically and provide constructive feedback. It's an opportunity to show your understanding of the company, its products, and its culture. The interviewer is looking for insights into how you can contribute to the company's growth and improvement. They want to see your problem-solving skills and your ability to think strategically about the organization's future. It's essential to approach this question with a positive attitude and focus on constructive suggestions rather than criticisms.

Answer

Situation: During my research on Avalara, I noticed that while the company provides exceptional tax compliance solutions, there is an opportunity to enhance customer onboarding.

Task: I identified that improving the onboarding process could increase customer satisfaction and reduce the time it takes for customers to see value from Avalara's services.

Action: I would propose developing a more comprehensive onboarding program that includes a series of interactive tutorials and personalized support sessions. This program would guide new customers through the initial setup and ensure they fully understand how to utilize Avalara's tools effectively.

Result: By implementing this enhanced onboarding program, Avalara could potentially see a reduction in customer churn rates and an increase in customer satisfaction scores. This initiative would also likely lead to more word-of-mouth referrals, contributing to Avalara's growth and reputation as a customer-centric organization.

This kind of improvement aligns with Avalara's commitment to providing superior service and would help in building stronger, long-lasting relationships with clients.