Becky – Customer Support Rep
🔍 Finding answers
When Becky is on live chats or calls with customers, she needs to be able to quickly find answers to questions about HaberDash's extensive line of products.
Before Slack, when Becky needed to find an answer, she could:
- Walk the floor and try to find someone from the product team to ask.
- Send an email to someone on the product team and hope to hear back.
She'd often wait hours, or even days to get an answer. Mean time to resolution was suffering, and her customers were frustrated.
📂 Next up: Click the 'After Slack' tab
- They have a rule to search first before asking a question in Slack.
- They have a public channel called #csr-product-questions, where reps can pose questions directly to the product team.
- The product team emoji reacts to questions from reps with 👀 , to let them know they're looking into it, and a ✅ when resolved.
- Team members use mentions to call attention to subject-matter experts.
🎉 You're done! Move onto the next workflow.
👥 Reducing time in meetings
Becky is expected to be at a weekly 1:1 with her manager, a weekly team huddle, and a daily standup. She hardly has any time to get real work done!
Before Slack, Becky felt like her time in meetings was ineffective:
- Meetings were often called without an agenda.
- Too much time was spent sharing personal updates.
Every minute spent in a meeting was a minute Becky could have spent helping a customer.
- For updates, the team has a weekly Slackbot reminder that triggers every Monday.
- Managers share meeting agendas as an editable Post in the #support-team channel the day before a meeting.
🎯 Improving accuracy
Becky often needs feedback on tickets, to make sure the information she shares is accurate. But it can be hard to know who to ask.
Before Slack, when Becky needed feedback, she had two options:
- Ask the colleagues in her pod, and hope someone was familiar with the issue she was dealing with.
- Send an email to her manager and ask her to review her work.
Because Becky felt badly interrupting her colleagues, she'd sometimes send customers inaccurate answers.
- They have a public channel called #csr-workshop where reps can drop in at any time to ask for feedback on a ticket.
- The team emoji reacts to requests for feedback, to let the requester know they're working on it.
- Suggestions are made using threads, keeping conversations organized.
📰 Keeping informed
Becky feels like she's on every distribution list at the company. It's hard to know what's important, and what can be ignored.
Before Slack, Becky's inbox was overloaded by announcements. They included:
- Important updates from the CEO.
- Colleagues looking to sell their couch or car.
- Policy updates from the security team.
She received at least 10 broadcast emails per day and it was hard to know what was important and what could be ignored.
- Each department has an #announcements channel for important updates, with a strict reactions only policy.
- Important announcements are pinned to the channel for easy reference.
🙇 Centralizing information
Becky's team receives customer feedback everyday, but it can be hard to ensure that feedback makes it back to the team designing their products.
Before Slack, funneling feedback to the product team required a great deal of time from Becky's team. They had to:
- Identify important feedback manually, and try to find the right person to forward it to.
- Hold a monthly session for the product team to discuss feedback trends.
Becky's team was sitting on a goldmine, but because they used a different tool for customer support, nobody else in the company could see it!
- The team installed their customer support app from the Slack App Directory.
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