While experience is useful, it is essential to recognize the gaps and nuances in every business that differ from others.
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A cornerstone of providing a consistent, high-quality customer experience is a process that is continuously reviewed and that morphs as your team, product, and users mature. And while it’s such a vital piece of the CX puzzle, process iteration is not often done well.
Whether you’re starting a new team or scaling an existing team, support leaders must be able to implement effective processes. Charlotte Ward, Head of Support at Snowplow Analytics and Founder of CustomerSupportLeaders.com, has spent a lot of time in process improvement cycles. She joins us today to share where you begin to analyze your processes, and how you can execute the change to deliver even better customer support.
In conversation with Charlotte Ward, Head of Support at Snowplow Analytics
Charlotte starts our conversation with a caution that, when you’re looking for opportunities to improve processes, using the lens of your previous roles can be dangerous. While experience is useful, it is essential to recognize the gaps and nuances in every business that differ from others. Learning new ways to fix those new pain points can have a much bigger impact. She explains how to balance individual contributor frustrations with the business’s fiscal concerns to ensure everyone is happy. Then we dive into some tricks on how to gain buy-in from your peers or executives (where she forces me to Google the definition of métier).
And finally, we wrap up with why doing this well is so vital right now within Support as our teams expand further into driving customer success and better customer experience.
Please listen in as Charlotte shares how you can successfully improve your support processes leading to better customer and business outcomes.