Post on 12-Apr-2017
transcript
#CHT15
CREATING THE RIGHT SUPPORT CULTURE @INFLUITIVEChad Horenfeldt, VP Customer Operations@ChadTev
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WHAT PEOPLE THINK CUSTOMER SUPPORT IS…
Full of incompetent people that don’t enjoy what they do
NO!
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WHAT PEOPLE THINK CUSTOMER SUPPORT IS…
It’s About Customer Happiness NO!
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“CUSTOMER SUPPORT IS ABOUT CREATING A GREAT CUSTOMER
EXPERIENCE THAT HELPS CUSTOMERS GET SH!T DONE AS EASILY AS
POSSIBLE.”
The secret to a great customer experience?
Creating the right Support culture
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WHO AM I?
@ChadTev
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WHAT WE’RE GOING TO COVER:
• Hire smart, hire right• Quality isn’t the only thing, it’s part of everything• Empowerment not employment • The right tools & perks make a difference
How to create the right Support culture:
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1. HIRE SMART, HIRE RIGHT
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HIRE SMART, HIRE RIGHT
• Something to prove• Service orientated• Go over and above• Curiosity for technology
How we hire
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HIRE SMART, HIRE RIGHT
• Resume review• Clearfit Assessment• Phone call• Email exercise• Live interview
Hiring process
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ACTUAL EXERCISE
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ACTUAL EXERCISE
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2. QUALITY ISN’T THE ONLY THING, IT’S PART OF EVERYTHING
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QUALITY ISN’T THE ONLY THING, IT’S PART OF EVERYTHING
• Customer satisfaction rating• Response time – combine with FCR (first call resolution)• Ensures that other teams trust you
• Process for ensuring that no tickets are left behind• Product adoption is our challenge too
Measure the things that matter
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QUALITY ISN’T THE ONLY THING, IT’S PART OF EVERYTHINGCustomer Satisfaction Rating
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QUALITY ISN’T THE ONLY THING, IT’S PART OF EVERYTHINGCustomer Satisfaction Rating
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QUALITY ISN’T THE ONLY THING, IT’S PART OF EVERYTHING
• Don’t just solve the problem, find a better solution• Go down the path that others wouldn’t• Help yourself first but help others as well
Go the extra mile
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QUALITY ISN’T THE ONLY THING, IT’S PART OF EVERYTHING
Go down the path that others wouldn’t
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QUALITY ISN’T THE ONLY THING, IT’S PART OF EVERYTHING
• Provide a rigorous onboarding program for new Support team members • Ensure that you have regular product training sessions and
exercises
Help yourself first before you help others
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3. EMPOWERMENT NOT EMPLOYMENT
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EMPOWERMENT NOT EMPLOYMENT
• Rated #1 in company in empowerment• Given superhuman powers – Support Magicians• Customer Success is not a function – it’s a
philosophy• Ability to influence product roadmap• Work closely with Q/A and Development teams
• Set them free (with oversight)• Bi-weekly webinars• Employee onboarding: Shadow the Support
team• Create career paths and not dead ends
Proactive not reactive
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4. THE RIGHT TOOLS & PERKS MAKE A DIFFERENCE
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THE RIGHT TOOLS & PERKS MAKE A DIFFERENCE
• Freshdesk• Flowdock• Jira• Fullstory• Zapier• Influitive• Marketo
Tools of the trade
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THE RIGHT TOOLS & PERKS MAKE A DIFFERENCE
• Hoodies• Lunch provided three times a
week• Mobile phone reimbursement • Laptops• Unlimited vacation (need enough
people to support this)• Team outings
Perks
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WRAPPING UP
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OUR SECRET SAUCE
•People, people, people•Close relationship with other teams•Establish the right metrics•Set the team free but review often
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QUESTIONS?@chadtevchad.horenfeldt@gmail.com