We use Hively, which includes a rating in our signature. That means you can only rate us if we replied, and you have an opportunity to rate us at every point in the conversation.

Personally, I hate the follow-up rating emails; I’ve already moved on and don’t want to think about my issue anymore. Now you’re making me remember how the agent…[Read more]

I think that I think the split Andrew and Carolyn mentioned makes sense.

One of the problems with having support be account managers is then they’re put in the position of upselling/trying to retain customers when that might conflict with providing genuinely great support (see the Comcast “why do you want to cancel” fiasco).

@philt Totally agree. To double-click on one thing you mentioned: I think one thing that isn’t factored in is that a lot of folks aren’t going to bother contacting support; they’ll just suffer silently. Giving them a low-effort way to get help (and, to your point, provide the company with useful data) is much better than them suffering…[Read more]

@alexmozes That’s a fantastic metric that isn’t mentioned enough. I’m gonna add that to my list right now!

Great conversation to have - we should make sure to examine our assumptions regularly!

I do think it depends on the complexity of the systems. To @chaseclemons’s point, it’s silly for one of my agents to be digging around in transaction history making sure they understand exactly what the issue is when the agent who originally answered the ticket…[Read more]

Our big one is customer satisfaction. There’s a lot of secondary metrics I look at that shouldn’t be too disparate between agents: response time (as mentioned above), # of tickets answered, first contact resolution (not my leading metric by far, but something’s up if one agent has way more or less). We’re also going to try to start tracking true…[Read more]

@andrewmoyer That would be fantastic!

@ericavarlese Spoke with (your) Andrew a bit - may connect with you when we’re closer to looking at implementation!

This might not be helpful to y’all, but we benefit from being a combo community/support team. So part of our responsibilities is working on community-building projects. Those are going to expand this year, but right now are primarily focused on providing tips to our getaway purchasers and generating social media content.

We borrowed @lanej0‘s…[Read more]

We discuss professional development at every other 1:1 between me and my staff. Sometimes it’s taking a class, but occasionally they talk about what they’d like to be doing in the future. I’m lucky in that we’re a combo support/community department so they have some opportunity to do different things in this role. (I think that’s actually pretty…[Read more]

Related: General Assembly has an intro to front end web development class available right now. Definitely going to have my team take it!

@micah-bennett Definitely helpful, thanks!

Thanks for the feedback, everyone! Lots of food for thought…

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…[Read more]