Episode 5: The ABCs of Customer Support

In this episode, we discuss the terms and jargon you may hear as you start your Support network. This is an info-heavy episode, but our hope is you finish and have a familiarity with the topics we discussed so you can talk about them intelligently and make a good impression on your new path in Support.

Show Notes

    • Introductions at 0:00
    • Last episode recap at 0:20
    • Today’s episode overview at 0:46
    • Four Themes of the episode at 1:30

Organization and Structure – 1:41

  • Support vs. Success at 2:04
  • SaaS definition at 3:09
  • B2B vs. B2C at 3:14
  • Customer Segments at 3:48
  • Customer Channels at 5:15
  • Self-Service at 7:35
  • Response times at 9:39

The Customer – 10:04

  • Customer and/or User Experience at 10:04
  • Customer Success vs. Customer Experience at 11:17
  • Customer Journey at 12:43
  • Empathy and Compassion at 16:20

The Team and The Queue – 17:47

  • The Queue at 17:47
  • Job Titles at 18:16
  • Support Tiers at 18:45
  • Escalations at 19:47
  • Subject Matter Experts (SMEs) at 20:44
  • Tickets vs. Conversations vs Etc. at 21:33
  • Product Feedback and Feature Requests at 22:38
  • Bugs at 23:28
  • Backlog at 24:44
  • Frequently Asked Questions (FAQ) and Macros at 25:43

Metrics – 27:21

  • Key Performance Indicators (KPIs), Objectives and Key Results (OKRs), and Management by Objectives (MBOs) at 28:01
  • Time to Close (TTC) at 28:20
  • Customer Satisfaction Score (CSAT) at 28:54
  • Vanity Metric at 29:22
  • Churn and Retention at 30:39
  • Customer Lifetime Value (CLV) at 32:06
  • Net Promoter Score (NPS) at 32:40
  • Return on Investment (ROI) at 33:43
  • Customer Success Manager (CSM) at 34:04
  • Time to Value (TTV) at 34:26
  • Aha Moment at 34:38
  • Service Level Agreements (SLAs) at 34:53
  • Hiring Models and Forecasting at 36:26
  • Metrics Summary at 37:55
  • Wrap-up at 39:00
  • HOMEWORK at 39:45
  • Next Episode sneak peak at 39:43

Other Things We Mentioned

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