We invited the community to write as part of a 4 week long writing challenge. Several folks rose to the challenge – check out their writing below.
Support is a Product by Steven Grady
“The question isn’t what your role in the customers’ life is today, it’s what value you’re going to provide the customer tomorrow, the next day, the next week, the next quarter, and the next year 5 years. Your company’s product is going to change, and so should your support experience.”
Where Do I Even Begin With Customer Support Metrics by Sahra Santosha
“Your customer support metrics should be about more than just response time. Develop a clear set of data that addresses more of the things your customer-driven company should be measuring: customer retention, support bandwidth and quality, and how successful you are at improving the overall customer experience.”
How to Optimize Your Self-Service Content For Every Learning Type by Diana Potter
“Everyone learns in different ways. In general there are visual, auditory, and kinesthetic (hands-on) learners and documentation works different for each of them.
Luckily, you can optimize your documentation for those different styles. And the better your documentation, the more trust you can build with your customer.”
More than “Support” by Brian Kerr
“The word “support” is rarely associated with the idea of a better customer experience. Nor does it sound like the person providing support cares about how successful a customer is. Support is a function under a large umbrella of activities, and to that end we need a name/title for it that really describes what we do.”
More Will Be Revealed OR Thoughts On Engaging the Less-Engaging Customer by Camille Emefa Acey
“As I settle into my position, I am experiencing ever more of these sorts of exchanges — ones with biting and “off the cuff” beginnings that eventually finish as thoughtful conversations, full of great and useful ideas. While certain customers can come off as blunt, cynical, or entitled upon first contact, those same customers can also (with further engagement) prove to be highly intelligent, creative, and thoughtful.”
Not A Community Manager by Scott Tran
“I can’t make anyone do a thing but I can support ideas that people want from the community. I can make room and time for it. I can encourage and raise awareness of it. I can help connect the dots to make it happen. I can organize it.”
This can be true if you work in an organization that just doesn’t “get” or respect customer service and the massive value it can provide by Juliet Kellogg
“If you are isolated, lack autonomy, or are treated like a “lesser” part of the team, start looking for the companies that understand that support has far evolved. They are few but they exist.”