Q&A with Customer Support Leaders from both B2B and B2C companies. Hear their perspective on challenges, opportunities and best-practices in setting up a world-class support organization.
The podcast is meant for CEOs, Chief Customer Officers, Support Leaders, Support Engineers and even vendors who sell into support.
Your host is Sandeep Jain.
Write to us at host@customersupportpodcast.com. More info: https://CustomerSupportPodcast.com
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Q&A with Customer Support Leaders from both B2B and B2C companies. Hear their perspective on challenges, opportunities and best-practices in setting up a world-class support organization.
The podcast is meant for CEOs, Chief Customer Officers, Support Leaders, Support Engineers and even vendors who sell into support.
Your host is Sandeep Jain.
Write to us at host@customersupportpodcast.com. More info: https://CustomerSupportPodcast.com
Episode 18: (B2B) Matt Dale, Vice President Customer Support, Illuminate Education
The Customer Support Podcast
52 minutes 6 seconds
6 years ago
Episode 18: (B2B) Matt Dale, Vice President Customer Support, Illuminate Education
Illuminate offers several products for teachers, administrators, school districts and for parents
Primary folks calling in are administrators
Illuminate recently had a 5-way merger and had to integrate several ticketing systems — shared inbox, multiple Zendesk instances, Freshworks, Servicecloud. Done by a 3rd party — Import2.com
Incoming tickets — several thousand a month. Volume is double during back to schools months (Aug/Sep/Oct)
Matt leads the Support Team which is part of overall Services Team (Support, Success, Implementation, Migrations, Data Team, L&D)
Support Team has 3 directors (focused on different products)
Incoming ticket split over channels— Phone - 60% , Email/Web - 40% (rolling out chat as 3rd channel). Focus area -- How to reduce volume on phone (its expensive) and move it to chat or do deflection
Support Tech — Centered around Zendesk (ticketing, chat, community ,help), Phone (Talk desk), Maestro QA (evaluate agents work). Big believers in “incremental improvement”
Maestro QA — Connects to the ticketing system. Used to grade agents. Manually set certain criteria (people/tickets you want to grade, set certain questions) and then reviewed by human graders
Challenge — Running reports across systems like Salesforce, Netsuite, Zendesk, JIRA is a challenge. Existing integrations are basic and don't help
“No one wants to call support. How can we provide frictionless environment”
Products are very customizable and many questions are unique, specific nuances that are not covered by generic help docs. We need to understand the context of customer and case so that our agents can provide prompt service
Knowledge Management — Analyze user queries and understand what help docs are being used the most and use that as baseline for up dating knowledge. Roughly 3000 help docs across all systems
Top priorities for 2020 — Want to build a tiered support system, revamping help docs, Live agent chat
Learning Management System (LMS) — Both for agents and customers i.e., agent on-boarding (human intensive and not only content from general LMS, but also about Zendesk, support style etc.). Customer training — they had in-person train-the-trainer model earlier but that didn’t scale. Focus in shifting to put training in LMS and use that to train the trainer
Key Metrics — First reply time & Total resolution time (indicates backlog especially during busy season). Common ones — CSAT etc. Prefer actionable insights e.g., automatic email being sent to agents that gives them actionable data about how they did in a certain period
Q&A with Customer Support Leaders from both B2B and B2C companies. Hear their perspective on challenges, opportunities and best-practices in setting up a world-class support organization.
The podcast is meant for CEOs, Chief Customer Officers, Support Leaders, Support Engineers and even vendors who sell into support.
Your host is Sandeep Jain.
Write to us at host@customersupportpodcast.com. More info: https://CustomerSupportPodcast.com
