While AI chatbots and FAQ pages can be helpful, sometimes a real conversation with a real person makes all the difference.

That’s why we’ve introduced our new Customer Success Desk, a dedicated team here to support your self-serve account.

Led by Marlon Bhatt, the team is focused on making sure every customer feels supported, heard, and confident.

In this interview, Marlon shares what to expect.

Marlon, can you tell us a bit more about the Customer Success Desk and why it was set up?

We created the Customer Success Desk to support users of our self-service portal. While the platform gives customers direct access to products, API keys, documentation, and billing tools, it doesn’t include a dedicated account manager. That’s where our team comes in, bridging the gap with expert guidance and helping customers self-serve with confidence, knowing support is there when they need it.

What are your top priorities for the first few months?

Our first priority is reaching out to all our self-serve customers, introducing the team and making sure they know they have dedicated support whenever they need it.
We’ll also be looking at how customers are using the platform, identifying ways to help them get more value, optimise their setup, and feel confident managing their account independently.

What kind of conversations can customers expect to have with the Customer Success Desk team?

I think this is more customer focused. WDYT?

We’ll take time to understand our customer’s needs so we can offer meaningful support and help their business grow. We also encourage customers to reach out with anything they’d like to discuss. Sometimes, a simple chat can lead to better outcomes or uncover new ways we can help.

What’s your approach to understanding a customer’s challenges and helping them grow with Loqate?

The key thing for us is to talk to our customers. And often, there’s no better way to do this than with an old-fashioned telephone call.

AI in customer service is evolving fast, as we all know, but there’s a time and a place for it. We know customers really value speaking to someone real who understands their business, takes time to listen, and offers practical advice based on real conversations.

How will your team ensure support feels local, relevant, and personal to our EMEA audience?

The ground across EMEA and beyond. By combining rich global data with local expertise, we tailor our support to meet the unique needs of each market.

No two businesses are the same, and we want every customer to feel valued and supported—wherever they’re based and whatever type of Loqate account they have.

Got any questions for the Customer Success team? Email us at customersuccessdesk@gbgplc.com or login to your account here to access your documentation, billing and service settings.