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#CHT15
CREATING THE RIGHT
SUPPORT CULTURE
@INFLUITIVE
Chad Horenfeldt, VP Customer Operations
@ChadTev
#CHT15
WHAT PEOPLE THINK CUSTOMER SUPPORT IS…
Full of incompetent people that don’t enjoy what they do NO!
#CHT15
WHAT PEOPLE THINK CUSTOMER SUPPORT IS…
It’s About Customer Happiness NO!
#CHT15
“CUSTOMER SUPPORT IS ABOUT
CREATING A GREAT CUSTOMER
EXPERIENCE THAT HELPS CUSTOMERS
GET SH!T DONE AS EASILY AS
POS...
#CHT15
WHO AM I?
@ChadTev
#CHT15
WHAT WE’RE GOING TO COVER:
• Hire smart, hire right
• Quality isn’t the only thing, it’s part of everything
• Empow...
#CHT15
1. HIRE SMART, HIRE RIGHT
#CHT15
HIRE SMART, HIRE RIGHT
• Something to prove
• Service orientated
• Go over and above
• Curiosity for technology
How...
#CHT15
HIRE SMART, HIRE RIGHT
• Resume review
• Clearfit Assessment
• Phone call
• Email exercise
• Live interview
Hiring ...
#CHT15
ACTUAL EXERCISE
#CHT15
ACTUAL EXERCISE
#CHT15
2. QUALITY ISN’T THE ONLY
THING, IT’S PART OF EVERYTHING
#CHT15
QUALITY ISN’T THE ONLY THING, IT’S PART OF
EVERYTHING
• Customer satisfaction rating
• Response time – combine with...
#CHT15
QUALITY ISN’T THE ONLY THING, IT’S PART OF
EVERYTHING
Customer Satisfaction Rating
#CHT15
QUALITY ISN’T THE ONLY THING, IT’S PART OF
EVERYTHING
Customer Satisfaction Rating
#CHT15
QUALITY ISN’T THE ONLY THING, IT’S PART OF
EVERYTHING
• Don’t just solve the problem, find a better solution
• Go d...
#CHT15
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 ...
#CHT15
3. EMPOWERMENT NOT
EMPLOYMENT
#CHT15
EMPOWERMENT NOT EMPLOYMENT
• Rated #1 in company in empowerment
• Given superhuman powers – Support Magicians
• Cus...
#CHT15
4. THE RIGHT TOOLS & PERKS
MAKE A DIFFERENCE
#CHT15
THE RIGHT TOOLS & PERKS MAKE A DIFFERENCE
• Freshdesk
• Flowdock
• Jira
• Fullstory
• Zapier
• Influitive
• Marketo...
#CHT15
THE RIGHT TOOLS & PERKS MAKE A DIFFERENCE
• Hoodies
• Lunch provided three times a week
• Mobile phone reimbursemen...
#CHT15
WRAPPING UP
#CHT15
OUR SECRET SAUCE
•People, people, people
•Close relationship with other
teams
•Establish the right metrics
•Set the...
#CHT15
QUESTIONS?
@chadtev
chad.horenfeldt@gmail.com
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Creating the Right Support Culture @Influitive

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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.

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Creating the Right Support Culture @Influitive

  1. 1. #CHT15 CREATING THE RIGHT SUPPORT CULTURE @INFLUITIVE Chad Horenfeldt, VP Customer Operations @ChadTev
  2. 2. #CHT15 WHAT PEOPLE THINK CUSTOMER SUPPORT IS… Full of incompetent people that don’t enjoy what they do NO!
  3. 3. #CHT15 WHAT PEOPLE THINK CUSTOMER SUPPORT IS… It’s About Customer Happiness NO!
  4. 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
  5. 5. #CHT15 WHO AM I? @ChadTev
  6. 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. 7. #CHT15 1. HIRE SMART, HIRE RIGHT
  8. 8. #CHT15 HIRE SMART, HIRE RIGHT • Something to prove • Service orientated • Go over and above • Curiosity for technology How we hire
  9. 9. #CHT15 HIRE SMART, HIRE RIGHT • Resume review • Clearfit Assessment • Phone call • Email exercise • Live interview Hiring process
  10. 10. #CHT15 ACTUAL EXERCISE
  11. 11. #CHT15 ACTUAL EXERCISE
  12. 12. #CHT15 2. QUALITY ISN’T THE ONLY THING, IT’S PART OF EVERYTHING
  13. 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. 14. #CHT15 QUALITY ISN’T THE ONLY THING, IT’S PART OF EVERYTHING Customer Satisfaction Rating
  15. 15. #CHT15 QUALITY ISN’T THE ONLY THING, IT’S PART OF EVERYTHING Customer Satisfaction Rating
  16. 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. 17. #CHT15 QUALITY ISN’T THE ONLY THING, IT’S PART OF EVERYTHING Go down the path that others wouldn’t
  18. 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
  19. 19. #CHT15 3. EMPOWERMENT NOT EMPLOYMENT
  20. 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. 21. #CHT15 4. THE RIGHT TOOLS & PERKS MAKE A DIFFERENCE
  22. 22. #CHT15 THE RIGHT TOOLS & PERKS MAKE A DIFFERENCE • Freshdesk • Flowdock • Jira • Fullstory • Zapier • Influitive • Marketo Tools of the trade
  23. 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
  24. 24. #CHT15 WRAPPING UP
  25. 25. #CHT15 OUR SECRET SAUCE •People, people, people •Close relationship with other teams •Establish the right metrics •Set the team free but review often
  26. 26. #CHT15 QUESTIONS? @chadtev chad.horenfeldt@gmail.com
  • BambiGerardo

    Jun. 8, 2017

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.

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