There are many instances where the Technical Support team reports to the Customer Success Leader. Tech Support is such a big component of the customer experience. Ensuring that they are set up to be their most effective in their customer engagements is an important area for improvement where possible.
One of the ways to strengthen the relationship between customers and Tech Support is to make sure that data is being used to identify some key areas where changes or improvements could be made. Platforms such as Zendesk are able to pull some great data analytics showing customer trends to help analyze what is going on with customers and the trends for current responses.
The first area worked on was creating a ticket heat map. This helped identify when surplus customer submissions were coming in, allowing an increase in coverage during this high demand timeframe. By increasing staff resources, response time was reduced, resulting in a faster response time for the customer, and ultimately leading to an increase in CSAT scores.
The second area was to pull the top number of requesters within each customer organization. This information was shared with the leadership at each org to enable them to identify who on their team required additional training or did not fully understand their processes within their team. The Tech Support team can then step in to close these gaps through resources. Improving customer knowledge of a product directly leads to fewer tickets, so addressing these issues reduced tickets based on lack of training or understanding.
These two simple adjustments were easy to implement and resulted in strengthening the customer relationship while allowing the Tech Support team to be more effective in providing true product support.
Original LinkedIn Video
Cristina Sample is the Head of Customer Success at Information Clearinghouse, Inc. She is a CS Leader with over a decade of experience in SaaS-based companies serving in a Senior Leader capacity. Over the past decade, she has helped startups transform their customer experience from reactive to proactive through data analytics, customer mapping, and redefining/developing processes. This has resulted in a reduction of churn, increased customer retention, increased employee morale, and created customers for life.
Connect with Cristina here