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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

#CHT15

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

#CHT15

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