The document discusses the role of customer service (CS) agents at Redbubble, emphasizing support for both artists and buyers. It outlines their day-to-day tasks, project time for innovation, collaboration across teams, and strategies to enhance customer experience and artist loyalty. Tools like Trello, Logiforms, and Confluence are utilized for project management, data collection, and communication.

1. Validated Learning and
Outcomes using Lean
Startup and Agile
CS Perspective
Dominic Taranto - CS agent and ABG rep.
● One of the cohort of CS agents spread across
three offices.
● Employed not just for my abilities for Rote tasks
but as an artist and designer.
● Participant in multiple groups/guilds/project
teams beyond my contracted duties.
Person in Window at Federation Square
by Andrew Makowiecki

2. Who are our customers?
Artists & Buyers
● Artists are our first customer - ‘We stand for Artists!’
is our mantra but they themselves have customers -
we must also offer support to their buyers.
ABG & BBG
● When it comes to our Rote tasks and
experimentation we are split between A & B.
● Day to day support is either artist or buyer focused.
● To ensure we offer the correct support, CS has a
presence in both the Artist Business Group & Buyer
Business Group.
Rote tasks & Project Time
● Rote (day to day) Answering emails, on live chat
which is primarily reactive or immediate support
● Project Time (20% of week) A chance for CS to
experiment, innovate, problem solve, housekeeping,
contribute to other dpt. and offer proactive support.
Black and White Wheel
by wolfcat

3. Project Focal Areas
Outreach/Sharing:
● Share data with other teams to validate their assumptions.
● Can we assist or give feedback from CS perspective?
● To help improve processes which down the track minimise
support contact or improve customer experience on site.
● Research into new tools/approaches or features of support
Housekeeping:
● Regular self-evaluation on processes
● What have we learnt in the past quarter? What can be
streamlined/improved/cut?
● Long term planning for future changes in company
services or direction.
Humanising:
● Are we in line with RB culture and personality?
● How can we work towards artist loyalty?
● Experiment with new ways in which artists can interact and
build authentic relationships amongst themselves, CS and
RB Sunday night in the city
by KerrirMcSnap

4. Tools of the Trade!
How it works:
● Trello
Work station - tracking progress of each project - internally (CS)
https://trello.com/b/NU7fVtyt/cs-artist-projects
● Logiforms
Data collection - WAREN - What Are Redbubblers Enquiring Now
https://forms.logiforms.com/published/?workflowid=c23ce634-2cd5-4a30-98cb-
639cc470769c&usr_id=26865
● Confluence
Published results to report back to all of RB
https://redbubble.atlassian.net/wiki/display/CS/Artist+Support
● Skype
Instant day to day messaging or face time
● RJMetrics
● GA - Google Analytics
Large scale tracking of user behaviour
Triangulation
by Hartkamp

6. WAREN logiform
Confluence

7. Project Examples
Outreach…
WAREN data as an open resource
- Review all artist contact for the past 6 months
- Look for trends or changes as new features have been
released eg. New uploader
Housekeeping…
Passive value of WAREN data
- Missing trends that could be added to preemptive support
FAQ network
- Updating current FAQ network to offer comprehensive self
help which minimises the need for artist contact
Humanising...
CS Redbubble profiles
- Artists are more likely to trust and seek help from agents who
they perceive are not just tech support but creative peers.
- A visible presence on the site for each agent
- Training opportunity for agents
- Immersion within the RB online community After Dave
by JX

8. Thank you!
bring the sake and don't forget I love you
by Luckyvegetable