![]() But they still make time to have fun, have goofy conversations on Slack (like a debate over whether a hot dog is a sandwich), and also support each other during times of crisis or after a difficult customer interaction. Zapier’s support team is a sizable organization that handles high volume at a fast pace. Encourage your team to have fun and show up for each other.Pam is also working to establish clear career pathways within Zapier to help support team members leverage their growth into career advancement. This allows the small support operations team to help facilitate and monitor projects that help the team and support personal growth - while still making sure there’s plenty of coverage in the queue. Zapier’s support team purposely runs a lower utilization rate to make sure everyone has time for special projects and out-of-the-queue time. Make time for professional development.But that they made a mistake and now they know, and they can do something different next time,” Pam says. “We create a safe environment for people to make mistakes and not feel like when they got the feedback, that they've done something terribly wrong. Pam says she wants feedback to help team members grow and improve. “Growth through feedback” is one of Zapier’s core values, and the support team has made it part of their DNA. ![]() ![]() Create a safe environment for people to make mistakes and learn.If you’re the type of person who loves to use smile emojis in your responses, go for it. For example, instead of copying and pasting a canned response when helping a customer, use your own words. As part of her push for authenticity on her team, Pam encourages her agents to put their own personality into communications with customers (and colleagues). Encourage your team to be authentic in their communications.Pam Dodrill, Vice President of Customer Support and Success at Zapier, says there are four key tenants that help her team stay weird and authentic at work and deliver the best customer service possible: They consistently maintain a high CSAT score.The support team has less than half the attrition rate of the rest of the company (which is extremely rare for support, where burnout is common).Zapier’s support team has the highest employee engagement scores in the company.In fact, “Keep Support Weird” is the long-time motto for Zapier’s customer support team that has not only helped the team build its own micro-culture inside of the company, but it’s also led to impressive results: “Keep Support Weird” might sound like a fluffy inspirational saying.
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