“When a customer files a ticket, there is a fault in your product or training”
(roughly 60 people). Customer success is a different team.
Case volume — 1500/1600 (includes support pre-sales as well). 90%+ is over email/web. Phone is very less. Cases are split following way — 55% How-tos, 45% Break-fixTool stack - centered around Zendesk (customer portal, knowledge)Priority for 2020 — contact center (five9 etc.), messaging/chat, mobile app. Essentially any tech that elevates customer experienceFocus on simplicity, usability and supportabilityWhat would you do differently if you were to rewind the clock — invest more in self-service and mobile experienceKnowledge — Support team writes articles but goes for review through technical documents. Right now knowledge is text-based, some micro-videosMetrics — Northstar metrics are First Response Time, Resolution Time, Break-fix issue containment (vs going to Engg), agent productivityAgent Productivity — measure # of issues closed per week/month along with CSATNetskope has Product Experience Engineering Team — very small team that focuses on this aspectZendesk categories (products/class of issues) etc. are currently selected by a drop-down menu; would be good to have that automatedDifferentiating factor in SaaS is not the product but the kind of support you provide to your customersResources — Radical Candor, Good to Great, Leadership Pipeline, Can’t Hurt Me. Podcasts — a16z, masters of scale
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