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Anyone got plans for trying a new support thing in 2014? Maybe a new support channel or new way of doing something?
Our team is going for 24/7 coverage this year so our customers won’t have to wait around to get help. We’re also looking at limited phone support so that’s going to be a fun one too!
Wow, Chase, those are some pretty big steps! Would love to know how it goes.
This year, our Success team is going to be having far more onboarding calls. We started doing this last year, but are ramping up significantly. It should help our customers immensely, and is a great way for agents to take a break from the queue.
We are moving towards Live Chat in the very near future. We currently offer self-service (Knowledge Base, Video Tutorials, User Guides, etc..), Email and Embedded widgets managed through UV, limited phone support (generally outbound on schedule), Screen Share, and Scheduled Live Webinars.
With live chat we have a simple goal of providing Fast help when possible and deflect as many inquiries as possible to self-service to enable a dependency or rather help them help themselves. We are going through the deployment process very carefully with an internal release followed by a scaled roll out to our customer base.
Possible Hijack…
If anyone has any insight on Live Chat I’m all ears.We’re going to be heavily focusing on Personal Emotional Connection (PEC). We actually have a method we’re using to measure it (it’s still subjective, but there are some checks and balances) and we’re going to strive for a specific goal and probably even factor it into bonuses!
@chase Yeah, I’m pretty sure you would be a hero if you wrote up a blog post at some point about how the transition to 24/7 went.
@evan - Definitely will! We’re still in training mode for them right now. But I’ll get a post written up after we’ve ironed out the kinks.
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