The Tao of Kidfund Support

Support is not "dealing with customers"; it's a product and marketing strategy

Transcript

1. The Tao of Kidfund Support
2. Agenda — Goals — Mindset — Execution — Zendesk Demo
4. Support is not "dealing with customers"
5. Support is a product & marketing strategy
7. Goals — Turn annoyed customers into happy customers that will tell their friends about Kidfund — Turn inquisitive customers into power users who will beat their friends with sticks until they sign up — Get positive App Store reviews
8. Mindset — You will get frustrated — Take a deep break and find your Zen — Happily sign your name and form a relationship
10. But — Aren't some of these just stupid people? — No, if they are frustrated or unsure about something, we may not have done a good enough job explaining it in the app — Or we have a bug — They may also be technically challenged
11. Be Zen
12. Process
13. Inbound Requests (Initiated by user) — The whole team gets the initial contact to feel the pulse — You get replies if you are CC'ed or are the assignee of the ticket — Laura, Tim, and Max get all updates to tickets
14. Triage — Max responsible for triage. — 4 hour SLA for weekdays (check in AM, lunch, EOD)
15. Triage (Max) — Respond if you know the answer or have a macro — Escalate to Michael for "How do I do this in the app" if you don't know — Escalate to Tim/Luis for investigatory questions (Where are my gifts, balance question, application status)
16. Ticket Communication — Public reply: Goes to the end user — Internal reply: Goes to CC'ed and assigned users. — If you have a question or escalation to a specific person: assign to them and write an internal reply — When responding to agent questions: assign back to the person who asked you with an internal reply
17. Followup — If a ticket has been pending for 6 days, follow up with the user — Zendesk will remind you
18. Outbound Requests (Initiated by agent) — Tim will initiate based on what he sees in the loans report and Sentry — Soon: Max to have access to new loan report to take over this part — Soon: Some of this will become automated
20. Interacting with Zendesk using email — Replying to a ticket via email is now an internal reply — You must use kidfund.zendesk.com/agent or the Zendesk App to reply to a user — All emails have a link to the ticket. Tap the ticket number
21. Ticket Status — Internal communication: Keep it OPEN until you reply to a user — If you need info back from a user: PENDING — If you have answered a customer's question: CLOSED
22. Ticket Type — Question — Problem — Task (Feedback) — We don't use Incident
23. Ticket Priority Don't worry about this for now. We don't have enough volume
24. Tags — The important ones are for following up with users when new features they requested come online — Search for these by starting the tag with followup__
25. Macros — Some answers have automated macros that fill things out for you. — If you answer the same question more than 3x, tell Tim and he'll create a macro for you — Some macros have TKTKTK in them. This needs to be replaced with information
26. Demo