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

Episode 4: Burnout

In this episode, we discuss a common challenge for those working in tech support: burnout. We explore how it happens, why it happens, and ways to fend it off.

Show Notes

  • Introductions at 0 mins
  • Last episode recap at 0:23 mins
  • Today’s episode overview at 0:31 mins
  • Let’s begin! What is Burnout? at 0:56 mins
  • Causes of Burnout at 2:13 mins
  • Self Care at 3:44 mins
  • Spend time outside of the queue. at 5:45 mins
  • Find what interests you; Support is variety at 7:47 mins
  • What does success look like for you? You are valuable! at 8:42 mins
  • The organization MATTERS at 9:47 mins
  • Not so obvious challenges in Support. (Who supports the Support folks?) at 11:45 mins
  • Escalation strategies when dealing with tough customers at 14:42 mins
  • Firing a customer at 16:35 mins
  • Positive feedback from customers at 17:41 mins
  • Does Support have a voice at your company? at 18:21 mins
  • HOW do you assess your needs and boundaries? at 19:44 mins
  • Camille’s tips to prevent burnout at 20:30 mins
  • Self care is what works for YOU at 22:40 mins
  • Support professionals and community at 23:46 mins
  • Nicole loves Support Driven ‘Aspire’ mentorship program at 25:10
  • Support Driven job board at 26:05 mins
  • Brianne’s experience with communities at 26:37 mins
  • Support-specific conferences at 28:28 mins
  • Wrap-up at 31:38 mins
  • HOMEWORK at 32:02 mins
  • Next episode sneak peak at 32:32 mins


Episode 3: Tools to Know

What tools do you need to know in order to not just do but excel at a support job? In this episode, we walk you through support tools, team communication tools, as well as best practices to get the most out of everything!

Show Notes

Introductions at 0 mins
Customer communication tools explained at 1:00
Productivity tools and tips at 6:55
Cross-functional tools at 16:08
– Brianne’s presentation Let’s Talk About Fast Brain, Executive Function, and Productivity
– The concept of “flow” described – https://www.additudemag.com/adhd-symptoms-hyperfocus-attention/
Homework at 23:57 – Sign up for Zendesk!

For all else, check out the Resource Library page!

Episode 2: Applying to and Interviewing for Support Roles

Show Notes
Introductions at 0 mins
Evaluating which jobs to apply to at 1:16 (Sample Job Description)
Resume tips at 5:11
Highlighting transferrable skills at 8:14
Cover letters at 9:00
Hiring manager’s perspective and tips at 10:00
Preparing for the interview process at 14:30
During the interview at 18:15
After the interview 22:06
Homework at 24:00 – Craft a winning resume and cover letter!Tell your story through a 1-2 page document showcasing your work history and accomplishments, citing specifics, and using keywords from the job description. Ask for feedback from friends and families. Do you see me in this resume? 

Resources