A day in the life is basically like being hit girl. OMG! you’re thinking, you are already comparing it to being Hit-Girl?! Well, it’s true! We don’t just sit there and answer chats and cases from customers! We’ve a very interesting life/job role, so let me walk you through it!
I log in and start my shift around 10 in the morning (even though I am active on slack way before that.) The first thing I do is prepare my To-Do list. This helps me keep track of things which need my attention and gives me a great sense of achievement when I tick them off one by one by the end of the day. (yay!)
Once I have settled down, I go through all the cases where the customers have left updates for me. I start going through them one by one based on their priority. While doing this, I also keep an eye on the ‘Breaching soon’ View which lists the cases that are about to miss their SLA, after all: its important that you deliver within promised time!
By then the other team members start joining in. This means that I can take it a bit easier with the case queue because we have a few more eyes keeping watch. At this point, I am able to open up and devote my attention to all the spreadsheets that need working on.
One of them is for prioritizing and highlighting customer-reported issues which need to be passed onto engineers. Its important to get them done and rolled out before the customer comes back asking for an update.
The other spreadsheet is one that I’m super interested in: it’s where we are working to move customers from our existing product to the new product that we have just launched. I have to keep an up-to-date record of all the customers who are ready to go-live and switch to the new version. It’s a pretty complex process, and requires coordination between engineering, support and the customer. It is my job to ensure that this is delivered successfully.
Every now and then I pick up the task of writing a case study—basically an in-depth analysis of some particular issue that we ran into in the inbox. The goal is to share knowledge with the team and the lessons learnt while resolving that particular issue in the longrun. I usually have the document open on my desktop so I can dump all the relevant information throughout the day, and then organize at a later point. These days I am working on spam-filtering which is an issue that has come up due to Outlook’s new spam-filtering strictness.
I am part of the churn reduction project/team, too. As part of that I keep a spreadsheet where I track all the churned accounts. On that sheet, I go into the details of figuring out where things went wrong and what could have been done to stop/reduce churn. There are very useful insights hidden among this type of data analysis—if you haven’t tried it, you should!
The best part of my job is that I have a mentee. It feels awesome to train someone and pass on your knowledge. I have to make sure that he gets trained on various things which are required to deliver his job tasks. Its a nice way to break up the day when he pops around with his questions.
Sometimes when I am looking for distraction (or some brain-teasing) I jump in and join Slack discussions about diagnosing issues. Oh yeah, I love investigating things and donning that Sherlock hat!
Ah! You might be thinking that’s a pretty hectic day with no breaks? Well, lunch hour is my rejuvenation time. Most of my mates are from the engineering team. We jam together during lunch, sometime play badminton, chess (yes, I do mean chess) or we go for walks together!
So, like I said.its not just about chats and cases. Our day includes a lot more than that! Customer Advocacy requires a lot of skills among which time management holds the top-most slot, because it’s that skill that helps you put every other skill to a proper use!
All you customer advocates out there, let me know what is your day looks like!