This is such a good question. My support team is still really small so I don’t feel like we have trouble learning/retaining information since we’re in the thick of it every day. But I do feel like regular updates are necessary for our Sales team a lot of the time. They work with customers one on one every day but a lot of what they learn in…[Read more]

Hi there!

We have used live chat for about 2 years now. Generally speaking, if people initiate the chat, they have something to tell us right away. But often times people will get sidetracked by a phone call or meeting in the middle of their conversation with us. So we wait about 3-4 minutes before sending a gentle nudge: “Are you still there?”…[Read more]

Hey @CrystalShuller,

Our company eventually adopted the account manager structure as well. I’m the head of our support team. So we focus on squashing bugs, answering educational questions about our platform, and handling billing issues. But for more in depth training and lengthier educational requests, we generally rely upon our account…[Read more]

SF Userconf was so awesome! I cannot wait for the one in Chicago. My own hometown Excited to check out the Second City stage!

Hey Evan, Mandy from SpotHero would like to join us tonight if that’s ok!

I’ll be there!

I’m getting into town on Tuesday! So I’ll definitely be down to party on Thursday. I’m working from a cafe (location TBD so if anyone has any suggestions, I’m all ears) during the day but would definitely be down for dinner/drinks on Thursday night! Yay expensing!

We offer support from our Chicago office (phones, live chat, email) 7AM to 6PM. We also have someone offsite who covers 9PM to 5AM central time. I try to fill in at night and on weekends during the gaps in service.