Yeah, you’re pretty much at the mercy of that team for sure.

It’s a custom tool built right into the Zendesk sidebar. Automagically snags the rater and pulls any agent that had a hand in the current ticket. Our agents are then able to go back to their “My Ratings” page and look at their rated tickets. We also set it up so that an email is sent to the agent and copies the rater so they can discuss the issue…[Read more]

Hey Shelly. We love Asana, which is what our Product team uses. All issues or suggestions end up in there and we escalate and prioritize daily. We keep an extremely tight feedback loop to our product team.

@hoonpark - Sorry for the delay. Myself and my next most 5 senior agents. That is actually a requirement or new responsibility when you go from Agent 1 to Agent 2 in the department. You have the ability to rate other tickets.

Each one of us does 10 a day and use a tool that let’s us know who’s tickets to rate next. We make sure that a ticket is…[Read more]

Hey all!

We track three main KPI’s on my team. First Reply time (under 5 min), customer satisfaction (over 90%), and Quality score (over 90%) on a 2 week rolling average. The quality score is a manual an agents’ random sampling of tickets. We critique, wrong answer, spelling/grammar, tone, research, and follow up. We built a tool directly into…[Read more]

5:30am - 10pm PST, 7 days a week.

Email only, guaranteed 5 minute response time.

As a manager, I work 9-5 during the week.

5-7 staggered shifts on weekdays and 4 staggered shifts on weekends.

 

Thanks everyone for the great responses, I really appreciate the feedback. I’ll definitely be keeping this stuff in mind at the next scheduling go around.

Wendy, this is great feedback. Thanks so much for your response. ~gs

 

1. What do you do?
I’m Greg and I run the non technical departments at GoFundMe so our techie founders can do what they do best. We have an incredible team of Customer Happiness/Product Testing agents that take […]