Kendall Sweeney

  • Kendall Sweeney posted a new activity comment 2 years, 6 months ago

    @Christa, I would love to schedule a Skype call! I can do Wednesday afternoon after 3pm, Thursday after 2pm, and I am open on Friday! Let me know if any of those times work for you. Will you be attending the meetup tomorrow morning at UserVoice?

    Thanks!!

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  • Kendall Sweeney posted a new activity comment 2 years, 6 months ago

    @Christa thanks so much for taking the time to share with me! Since you said all this I went through and redocumented what I do in much greater detail. I tend to spend a similar amount of time on tickets per day and am trying to get creative about ways to improve the information we provide on our Help page as well as improve the current feedback…[Read more]

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    • Profile picture of Christa Colins
      Christa Colins replied 2 years, 6 months ago

      Hey Kendall,

      So happy I could help out! For your other questions:

      >>1) Do you have much technical support? If so, did you have it in the beginning or did you find yourself tapping on the shoulders of developers to get answers to difficult questions?

      Yes, or to confirm the way a functionality was intended, or to help with answering…[Read more]

      • Kendall Sweeney replied 2 years, 6 months ago

        @Christa, I would love to schedule a Skype call! I can do Wednesday afternoon after 3pm, Thursday after 2pm, and I am open on Friday! Let me know if any of those times work for you. Will you be attending the meetup tomorrow morning at UserVoice?

        Thanks!!

  • kendall replied to the topic How do you get customer feedback to the product team? in the forum General Service Discussion 2 years, 6 months ago

    We have actually just started to try and tackle this at BandPage, as the feedback loops have not traditionally been very strong. I do two things (and I would love feedback on this since I haven’t actually done […]

  • Kendall Sweeney posted an update 2 years, 6 months ago

    @christa I am currently a one woman support team for BandPage, and am delighted to read that you were once this as well! I have two questions for you:

    1) How did you structure your time when it was just you? (I can give you more specifics if you would like)
    2) What was the first thing you did when it was time to grow your support team?

    Really…[Read more]

    • Profile picture of Christa Colins
      Christa Colins replied 2 years, 6 months ago

      Happy to help!

      1. This will probably vary depending on how you structure your workflow. While it was just me, I initially spent about 4/5 hours a day working on tickets. I would clear out all spam, then go through the tickets one by one, oldest first.

      I would answer any questions I could, or ask for more information. If it was a billing…[Read more]

      • Kendall Sweeney replied 2 years, 6 months ago

        @Christa thanks so much for taking the time to share with me! Since you said all this I went through and redocumented what I do in much greater detail. I tend to spend a similar amount of time on tickets per day and am trying to get creative about ways to improve the information we provide on our Help page as well as improve the current feedback…[Read more]

        • Profile picture of Christa Colins
          Christa Colins replied 2 years, 6 months ago

          Hey Kendall,

          So happy I could help out! For your other questions:

          >>1) Do you have much technical support? If so, did you have it in the beginning or did you find yourself tapping on the shoulders of developers to get answers to difficult questions?

          Yes, or to confirm the way a functionality was intended, or to help with answering…[Read more]

          • Kendall Sweeney replied 2 years, 6 months ago

            @Christa, I would love to schedule a Skype call! I can do Wednesday afternoon after 3pm, Thursday after 2pm, and I am open on Friday! Let me know if any of those times work for you. Will you be attending the meetup tomorrow morning at UserVoice?

            Thanks!!

    • Profile picture of Christa Colins
      Christa Colins replied 2 years, 6 months ago

      Hey Kendall,

      So sorry for the delay here! I’m free this Friday all day, just let me know if you’re available! My Skype name is:

      daphneblue1

      Let me know — thanks!

  • kendall replied to the topic What should our forum guidelines be? in the forum General Service Discussion 2 years, 7 months ago

    This sounds reasonable to me! I will definitely be a little more careful with how I choose to say things, but this is a good practice to have regardless. So I say that this sounds like a good plan!

  • kendall replied to the topic Founding members – introduce yourselves! in the forum General Service Discussion 2 years, 7 months ago

    Hello to my fellow Support Professionals! My name is Kendall Sweeney and I am the Head of Support at BandPage, a music-tech startup here in Sf. Our goal is to make it as easy as possible for musicians to develop […]

  • kendall replied to the topic Do you uses queues or groups, or just have all your tickets in one bucket? in the forum General Service Discussion 2 years, 7 months ago

    At BandPage, we have separate queues for different tickets with the option to assign them if necessary. This usually doesn’t happen though since there is only one support representative here (yours truly), and I […]