Comments
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Thank you @PatrickMartin this is great stuff, I agree with your approach . Will let a few more members comment/ weigh in and see if they can also share their experience.
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@GhiaWalker @Maddie Provost thanks for tagging me on this post. In my experience knowledge consolidation is a must have for any organization it not only helps in scaling but I have seen it greatly enhancing customer experience . In our organization we also have had multiple acquisitions and it becomes even more important…
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@Claire Hernandez @David Baca thanks for your inputs , I will share more insights as we complete the poll internally.
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Thank you @David Baca @Sara Johnson @Patrick Carmitchel for the insights , appreciate it. I am planning to run a poll internally with the team with some of titles I have researched and your suggestions to gauge the feedback of the team.
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Hi @Eddie Aguilar Besides our self paced trainings we are putting a lot of emphasis on virtual meetings , more interactions with the wider teams besides the designated mentors. We also have coach roles in our organization and we define their success on how well they have been able to integrate the new members in the team…
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Hi @Goncalo Pereira @Spencer Hancock , Yes we have seen this trend as well , in my past experience we have used AMC Support (Advanced Mission Critical) nomenclature for such offerings . Its natural for customers to demand penalties and aggressive SLA's for their critical infrastructure, in my experience these offerings…
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1) Professional services/Consulting 2) Technical Support
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@Karen Bautista I agree with David , we should not survey the same case twice . Also in our current platform we cannot reopen the case once it has been closed; so a csat is never triggered twice on the same incident, however you can reference the old case/incident in a new incident if for some reason issue needs to be…
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We use ServiceNow as our ticketing platform , we don't track the login/logout times , we instead track the time spent on each incident, whenever a incident is opened by a agent they have to manually start the timer which appears on the incident screen and they can pause and start it again depending on how much time they…
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Hi @Patrick Martin In my experience majority of companies invest in a inhouse developed solution ,since the routing and triaging differs in every organization and needs to be highly customizable depending on the product and if you have multiple products getting a out of box solution is very difficult. So in a nutshell it…
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@Darryl Benjamin not sure if this information helps, we are moving towards a more frequent quarterly OKR format of feedback , this helps to review and set goals on a quarterly basis , this is the first year we have implemented this so the assessment regarding effectiveness of this format is to be seen. Hopefully in the…
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@Claire Hernandez we provide the following with our platinum services Customer Dedicated Support Representative Better Response and Synopsis Time ( This is a differentiator from our standard offering and SLA's are twice as fast as compared to our standard) Unlimited Free Online Training Courses ( This is also only…
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Great and really insightful comments. When it comes to skills , in my opinion boundaries are blurring between customer success and TAM ( Technical account management) roles and I have asked this question to myself numerous times, what is value add of customer success and what are the skills one should focus on or actively…
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Hello Community, My name is Sumit , I am part of support organisation at Tricentis. I am based out of Pune,India. My interests are support, customer experience and discussions related to key metrics/data. Excited to be part of TSIA and learn from the collective wisdom of this community.