Wrike provides a SaaS platform work management — project management and collaborationCustomers are small business to enterprise level. 20K+ across 130 countries. Freemium model60+ people in support team across Eastern Europe. Two tiered support. Majority in Tier-1. Support Ops and Documentation team part of overall support team as wellSeveral thousand tickets per month across email, web, live chat (paid customers only) and phoneIncoming cases — 10-15% product issues. Rest how-to casesSupport tool stack: Zendesk, Guru (internal knowledge), Wrike (task management)Friction points in Support: Integration of different customer facing systems e.g., last conversation with CSM, sales conversations etc.,Priority for coming year - Premium support for enterprise customers / Self-service to all (agent chat is available to certain customers only todayMetrics — First Response Time (FRT), Time to Resolution, Quality of response (Customer Effort Score). Used to measure CSAT earlier — response rate was good but lacked in meaningful insightsThings to note — Support is not outsourced, opportunities for horizontal growth for support engineersBooks — Effortless Experience (Matthew Dickson, Nick Toman), Radical Candor (Kim Scott), Why its so hard to be fair (HBR).
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