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Melony Hypes started the topic Tiered Support? in the forum General Discussion 1 year, 7 months ago
We’re a pretty small team and have always been an all hands on deck type of support. Grab a ticket and work it until it’s either responded to or pushed to dev as a bug. No cherry picking unless something is obviously urgent.
We’ve been toying with implementing a tiered support - pushing more complicated tickets that require more account specific…[Read more]
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Melony Hypes replied to the topic How do you handle weekend/off-hours support? in the forum General Discussion 1 year, 7 months ago
@julie I love that idea! Thanks for sharing.
Currently we’re able to handle most of our weekend support with a few hours per day so the team rotates a 3-4 hour weekend shift, breaking the shift into a few hours in the morning and a few at night. We also rotate week night shifts of approximately 2-3 hours.
The extra weekend hours and occasional…[Read more]
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Melony Hypes replied to the topic Is this the worst customer service ever? in the forum General Discussion 1 year, 8 months ago
wow, just wow!
A one-day conference about keeping your customers (happy)!