Hey Evan,

I’m not at this one.. But there are 2 people from my team going I hope it’s a great conf

Hey Molly,

We use Nice Reply currently to handle our customer surveys. We keep it nice and short, so the customer can click a happy, neutral or sad face - as well there is 1 text field for them to enter comments and thats it.

As far as who do we send it to and when:

Live Chat: If we haven’t sent you one of these survey emails in the past…[Read more]

Live Chat is still something new for us (we only have it turned on for some accounts). But so far we haven’t set a fixed wait period, so it’s more of “what feels right” measure.

So for example if someone clicks on the live chat option and then doesn’t say something right away.. They probably didn’t mean to chat. So we’ll wait ~1 and then ask if…[Read more]

Carolyn has some great points in that article that I feel are SUPER important. I do however think there is a balance as well as slightly different way of accomplishing the same goal.

First off I 100% agree with the fact that, if 100 people ask the same question - it’s not them.. it’s you! Clearly there is a break down in the user interface,…[Read more]

Hey Alex,

Like Mathew, we have a much lower support load on the weekends - which makes life a little easier. That being said we started weekend support because the emails from Friday night, Saturday & Sunday just proved too much to conquer in a reasonable time come Monday morning.

So we started out on a monthly rotating volunteer basis. Every…[Read more]

Since all of our front line staff do both phones and emails. Unlike email, we don’t know what issue the customer has until we are talking with them. So for that reason, we don’t bother having any particular person handle specific types of cases. Because of the constant variety, we find it keeps people sharper for when they are on the…[Read more]

Hey Alex,

With our current set up we don’t have a good/reliable way of filtering like that. So it’s not something that we currently make use of. Can’t help on that one - sorry

We stick with the support rep that originally responds. That way there is no time wasted with someone new trying to learn the situation before replying to the customer. As well I think it’s a better experience for the customer, feeling like that 1 person is all yours and totally invested in helping

As far as taking tickets - the way we handle…[Read more]

Hey Alex,

As far as what the right number for you is - I couldn’t say as it depends on the average time you type of support tickets take. So that would be a gut check for you. However we’ve had issues with figuring out the same thing in the past so hopefully our bumps and bruises can help you plan

Currently we have a pretty large support team…[Read more]

Hey Shelly,

As a company we use both Redmine & Jira to manage bugs/issue (we are just trying Jira to see if we’ll switch).

As a support team though - we found it really easy to keep track of things in Redmine - as not everyone would ‘watch’ every bug usually. Most would only set themselves as a watcher if they reported it or had a problem with…[Read more]