Alex Mozes | UserCentered

Alex Mozes replied to the topic Scaling Support Team - How do you know when you need a new body? in the forum General Discussion 8 months, 2 weeks ago

Ahhhh… Then data data data Angela.

Work out this formula:

Each response take <i>T</i> time on average, there are A tix plus B re-opened tix per day. (A+B)*T=Total hours to respond to tickets per day. This is your ammo to overcome scope creep (i.e. you can do it all!)

Alex Mozes started the topic Calculating Bug Impact: How do you Extrapolate tickets to all users in the forum General Discussion 8 months, 2 weeks ago

We are working to improve our bug resolution process by giving our engineers a better picture of the impact various reported bugs have. We are imperically identifying the severity level of the bug, but I’m curious if anyone has a formula they use to predict the number of affected user?

For example: We average 1 ticket per 100 Active users and…[Read more]

Alex Mozes replied to the topic Off Hours: How do you handle Weekend support? in the forum General Discussion 8 months, 2 weeks ago

Great thread link @Julie, thanks!

Just to follow up on this, our team had our first ever weekend coverage this past weekend (woot!) and it did exactly what we’d hoped: salvaged our Mondays.

For some background, we average around 400 tix/ weekday and 150-200 per weekend day. We were understaffed until a few weeks ago, and the weekend load would…[Read more]

Alex Mozes replied to the topic Scaling Support Team - How do you know when you need a new body? in the forum General Discussion 8 months, 2 weeks ago

Hey Angela,

That’s pretty rough. I think there are several tacks you can take to convince your organization to scale up support.

Support is Sales: It is always difficult to connect with customers and convince them to spend money, especially when you as an organization are explicitly trying to sell them something. However , you have 1000…[Read more]

Alex Mozes started the topic Off Hours: How do you handle Weekend support? in the forum General Discussion 8 months, 4 weeks ago

Do you have coverage on the weekends? If so, how do you do it? Did you hire people to work exlusively weekends, or does your team take turns covering weekend shifts? What did you find were the biggest challenges in getting weekend or off hours support running smoothly?

Alex Mozes replied to the topic Scaling Support Team - How do you know when you need a new body? in the forum General Discussion 9 months, 2 weeks ago

So on your team, every agent answers every type of ticket?

We’ve found having specialties has the benefit of agents owning the intricacies of a certain type of ticket, and helps with training. Certainly a booster of efficiency

Alex Mozes replied to the topic Scaling Support Team - How do you know when you need a new body? in the forum General Discussion 9 months, 2 weeks ago

Great advice Phil, thank you!

Regarding your “bigger” learning regarding efficiency. One thing we’ve been trying to do is group like tickets together, allowing agents to fly through a specific ticket type. Are you doing anything like that? One challenge we’ve had is how best to separate tickets as the come in to their appropriate buckets.…[Read more]

Alex Mozes replied to the topic How do you track your bugs/issues?? Looking for a free and easy way to do this. in the forum General Discussion 10 months ago

Really, it depends on what your dev team uses to plan their engineering tasks. For us, it’s trello

Alex Mozes replied to the topic Scaling Support Team - How do you know when you need a new body? in the forum General Discussion 10 months, 1 week ago

We’ve added support team members reactively based on the feeling of being overwhelmed, but that approach taxes our existing team, because only when they are being overtaxed do we begin trying to hire someone new, which can mean 2 more weeks of hiking ticket mountain.

I’m trying to take a more proactive, predictive approach to adding new staff, so…[Read more]

Alex Mozes replied to the topic Performance Indicators for Support Team? in the forum General Discussion 10 months, 2 weeks ago

Our TOP metric is Total Tickets per Monthly Active User (MAU). Sure, we care about how fast we answer tickets, and how satisfied our users are as a result, but the goal of support is not just to manage problems, our goal is to SOLVE problems.

Tickets per MAU shows us how well we are identifying and resolving issues. It helps measure the…[Read more]

Alex Mozes started the topic Scaling Support Team - How do you know when you need a new body? in the forum General Discussion 10 months, 2 weeks ago

At Udemy, we are currently supporting about 250,000 Monthly Active Users with a 6 person team. About 1% of users write in (2500 tix a month). How do you measure when you need a new team member?

@alexmozes