Make customer support a reliable, positive experience for paying users.
Hit our support SLAs for all High and Normal priority customers (Marcus + Steven)
- Rationale: Reliable support = Good support.
- What we'll ship: Scale the team to meet demand and train all new team members in support processes.
- We'll know we're successful when: We're hitting 90% SLA achievement or above for Normal and High priority tickets.
Drive word of mouth by improving support (Joe)
- Rationale: Good support = better word-of-mouth.
- What we'll ship: See issue
- We'll know we're successful when: We're hitting our SLAs and our CSAT has either improved or remained stable. CSAT is currently 96% satisfaction.
Support CS in sales-led activities (Joe)
- Rationale: Deals = Growth.
- What we'll ship: See issue
- We'll know we're successful when: We're effectively processing deals of all sizes and up/cross-selling users into new features. CS team feel they have everything they need to close 90% of current deals.
Side quests
- Improve incident and security response processes
- Keep everyone informed about support metrics
Metrics we care about
- SLA performance for all teams
- One-touch ticket rate
- Email performance