About

Who is ServiceSense?

We are advisors with deep expertise in customer service and customer experience improvement for businesses with 5 to 500 locations.

Our clients range from restaurants, spas, specialty retailers and dry cleaners to retirement communities and telephone call centers. Our services include ongoing consulting and program implementation to one-time, customized engagements designed to help you:

  • Measure and prioritize

    what matters to your customers.

  • Discover and deliver

    what customers expect at each touchpoint along their journey.

  • Engage your staff

    and instill your culture and values to inspire authentic connections with your customers.

  • Develop

    practical, actionable customer solutions.

  • Manage

    reviews to boost your online reputation.

  • Learn

    from and leverage best practices we’ve implemented for clients across industries.

“For more than a decade, ServiceSense has provided intelligence, insight and engagement strategies as we have grown our brand, and that level of intimate involvement and knowledge is priceless.”    

David E. Goldstein, Chief Operating Officer
Sharky’s Woodfired Mexican Grill – Westlake Village, CA
30 Locations, ServiceSense Client Since 2007

ServiceSense is proud to be a member of:

Our Story

We founded ServiceSense in 1995, the same year Amazon sold its first book, eBay launched its global marketplace and Match.com changed dating forever.

Until then, a business’ relationship with its customers was predictable and uncomplicated. Engagement took place during “open” hours and the seller set the terms. Customers had two options: to buy…or not. Fast-forward to today when customers have 24/7 internet/smartphone access to anything they want. In this environment, expectations are high, word of mouth travels fast and customers are in charge.

At ServiceSense, we offer our clients advice, strategy and tools to build and sustain consistent and excellent customer service. We also help them interpret and curate data and insights to create the authentic connections that improve the customer experience and make them want to choose your business instead of your competitors.

Co-founders Bill Koch and Amy Zintl started ServiceSense at a time when internet was dial-up and curly fax paper was cutting edge. And, while technology has come a long way, the company continues to thrive by combining the latest advances with their years of commitment and deep understanding of the evolving customer experience.

Amy Zintl Headshot

Amy Zintl
Managing Partner

Amy is also the co-founder of 3MentoryAdvisory – a consultancy where Strategy & Leadership, Accounting & Financial Advisory, and Customer Experience come together to offer a 360 view of your business, helping you identify what’s not working for you, to offer best practices and insights from their communities, and to help you create a fresh approach to improvement.

Learn More »

Our Clients