Creating the Right Support Culture @Influitive
•Download as PPTX, PDF•
1 like•1,713 views
Some insights into the Support culture @influitive and impact it's head on creating an amazing customer experience. This was a presentation from the Freshdesk Customer Happiness Tour on Oct 15, 2015.
Recommended
Recommended
More Related Content
What's hot
What's hot (20)
Viewers also liked
Viewers also liked (11)
Similar to Creating the Right Support Culture @Influitive
Similar to Creating the Right Support Culture @Influitive (20)
More from Chad Horenfeldt
More from Chad Horenfeldt (6)
Recently uploaded
Recently uploaded (20)
Creating the Right Support Culture @Influitive
- 1. #CHT15 CREATING THE RIGHT SUPPORT CULTURE @INFLUITIVE Chad Horenfeldt, VP Customer Operations @ChadTev
- 2. #CHT15 WHAT PEOPLE THINK CUSTOMER SUPPORT IS… Full of incompetent people that don’t enjoy what they do NO!
- 3. #CHT15 WHAT PEOPLE THINK CUSTOMER SUPPORT IS… It’s About Customer Happiness NO!
- 4. #CHT15 “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 cultur e
- 6. #CHT15 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:
- 7. #CHT15 1. HIRE SMART, HIRE RIGHT
- 8. #CHT15 HIRE SMART, HIRE RIGHT • Something to prove • Service orientated • Go over and above • Curiosity for technology How we hire
- 9. #CHT15 HIRE SMART, HIRE RIGHT • Resume review • Clearfit Assessment • Phone call • Email exercise • Live interview Hiring process
- 12. #CHT15 2. QUALITY ISN’T THE ONLY THING, IT’S PART OF EVERYTHING
- 13. #CHT15 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
- 14. #CHT15 QUALITY ISN’T THE ONLY THING, IT’S PART OF EVERYTHING Customer Satisfaction Rating
- 15. #CHT15 QUALITY ISN’T THE ONLY THING, IT’S PART OF EVERYTHING Customer Satisfaction Rating
- 16. #CHT15 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
- 17. #CHT15 QUALITY ISN’T THE ONLY THING, IT’S PART OF EVERYTHING Go down the path that others wouldn’t
- 18. #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
- 20. #CHT15 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
- 21. #CHT15 4. THE RIGHT TOOLS & PERKS MAKE A DIFFERENCE
- 22. #CHT15 THE RIGHT TOOLS & PERKS MAKE A DIFFERENCE • Freshdesk • Flowdock • Jira • Fullstory • Zapier • Influitive • Marketo Tools of the trade
- 23. #CHT15 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
- 25. #CHT15 OUR SECRET SAUCE •People, people, people •Close relationship with other teams •Establish the right metrics •Set the team free but review often
Editor's Notes
- These people are way too happy. Customer Support is not just about delighting the customer I repeat: Customer Support is not just about delighting the customer.
- This comes from the groundbreaking work from Corporate Executive Board in a book called “The Effortless Experience”. 96% of customers who had to put in a lot of effort as part of a support experience didn’t remain loyal to those products. It’s not just about enjoying what you do and delighting the customer. You need to love what you do and think about making those customers advocates by making it as easy as possible for them to get their job done. To do this, you need to have the right culture
- 15 years in tech companies working with customers. Led the Customer Success team at Eloqua – IPO’d in 2012 and was purchased by Oracle for almost a billion Led the Customer Success team and now own Customer Operations at Influitive since beginning of 2013 Helped grow the Customer Success team from 4 to almost 25. We have 4 people on our Support team as well as an intern
- Something to prove – are they switching industries? What did they have to overcome? Why do they want to work with you? Something to prove examples: -Underutilized at their current role -someone who worked as a teacher in Korea for several years and was looking to break into the software industry Go over and above: I always ask this question Curiosity for technology: Created a website for his parents business, ran a successful blog
- Have a defined hiring process. Make sure that they know and understand your current culture and what’s expected of them
- We send them an exercise to see how much research they do, how thorough and coherent their answer is and if their personality jives with us
- Goal to keep first response time around 30 minutes Goal of customer satisfaction rating of 99% No tickets left behind – tickets that are sitting in various stages after 48 hours are sent back to agent to review Product adoption – help create best practice materials
- Common theme: promptness and quality
- Don’t just solve the problem – find a better solution. Lev on our team created a wiki to post solutions to common problems and help all Support Magicians.
- Great story of Amina on our team going above and beyond to get to the bottom of an issue that was for a fellow Customer Success team member – not just for a customer. She did some extensive research, did actual live examples to see what the intended results would be and then displayed those results. This is all about going above and beyond.
- You need to ensure that your team members are up to speed before helping others. You also need to keep your team’s skills sharp by providing regular training
- -We’ve called our team “Support Magicians”. There have been times when we discussed changing this but we never did. Customers love it and team members embody it -Good relationships with the Development team is crucial. Have regular meetings, have them sit in Support -Set them free – bi-weekly webinars is a great example -Shadowing was an initiative from the support team -Create career paths: one of our Magicians moved to Q/A, another moved to a junior role on our Services team that I created, another joined a customer of ours. Think about your team’s career objectives and expect them to move on to other roles within a period of time.
- Freshdesk – ticketing system Flowdock – internal messaging system Jira – track bugs Fullstory – watch users Zapier – connect up items (Freshdesk to Flowdock, Influitive community to spreadsheets) Marketo – send out notes
- What I should do more of? Celebrating our wins!