Services

 

We offer services for tech companies of varying sizes & stages

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Assessment

  • This is the starting place for all other services. We review your current strategy to identify opportunities to grow your strengths and tackle challenges.

Building and Fueling Passionate, Customer-Loving Teams

  • Vision alignment—Great customer experience starts at the top with leaders who are bought in. We’ll talk about your team’s mission, ensure it ties back to the company’s mission and goals, and get everyone on the same page in the interest of end-to-end customer care.

  • Career path planning—For customers to have a great experience, the people who serve them need to be genuinely bought in. We work with you to build career paths that inspire loyalty and provide opportunity, thereby allowing team members to grow with the company long-term and saving the company turnover costs!

  • Hiring and training—Great customer experience boils down to having great people. We review your company’s specific customer experience needs and help equip you to prioritize hires, screen candidates for those soft skills, and train and prepare them for the front lines. 

Contributing Value Across the Organization

  • Reporting—We help you surface actionable support data that you can share with other teams to get to the root of issues that drive support, and interfere with customer satisfaction, in the first place.

  • Usability studies—We help set you up with an entry-level usability lab that you can use to better connect the dots between your customer support interactions and the product itself.

  • Tool integration—We work with you to integrate your support tool with other teams' tools for automated cross-functional data sharing.

Support Strategy

  • Best practices coaching—While we can’t prepare you for every support issue your team will encounter, we will equip you with the skills to navigate those situations reliably.

  • Documentation—Documentation is the key to scaling support. We help you determine what to document, what not to document (that’s right; your documentation shouldn’t be comprehensive!), and implement technical writing best practices that ensure your content grows with you (e.g., write for localization now so you don’t have to rewrite everything while also undertaking localization).

  • Tools for scaling—We explore how to leverage technology (not people) to do repetitious work, how to use your team's talent and reclaimed time to provide amazing service that turns customers into fans, and how to ensure that a small team of passionate people can serve many customers long term.

Miscellaneous Services

  • Customized Style Guide—We work together to develop a Support Style Guide that helps align the team around the same processes and documentation style, empowering everyone to make decisions quickly and ensuring a reliable and consistent customer experience. Don't worry, though: team members still have room for their own voices!

  • Quality Assurance program design—We customize a program that your support team can use to hold each other accountable to continuous learning and improvement.

  • Tool configuration—We assess your specific needs and set you up with the tools that will best empower you to provide awesome, scalable support.