The customer support community is full of amazing people. People that have gone beyond just answering tickets and are making a difference for their company in other ways. People that have accepted the challenge of doing things that they’ve never done before and pushed themselves to learn new skills along the way.
People like Heidi Craun, who in addition to running the support team at Mobiata, learned how to run usability tests. Because of her work, her team now runs usability tests when people report new issues within the app and before new features are released.
Another example, Mercer Smith-Looper, a customer champion at Wistia, has been involved with the Wistia online community since it was just a sparkle in someone’s eye. After successfully launching it, she now moderates the community and produces the Mod Minute with her co-moderator and community manager, Elise Ramsay.
Similarly, Chase Clemons, who works on the stellar support team at Basecamp has gone proactive with support. He hosts online classes to help people learn how to get the most out of Basecamp rather than waiting for people to ask for help.
What they’re doing shows how customer support is continuously evolving and adapting. It’s an exciting time to be a part of this community and we can learn so much from each other.
How are you supporting your customers beyond answering tickets? I’d love to hear about it.