Tess Shebaylo replied to the topic Who's your favorite superhero? in the...
Batman, but if we're allowed to pick a favorite villain, Dr. Horrible obviously.
View ArticleTess Shebaylo replied to the topic Handling Feature Requests: How do you do...
We get so many requests every week that it would be hard to research and get an "answer" on each one, but the ones that the users are most enthusiastic about do bubble up. Then those will get reported...
View ArticleTess Shebaylo replied to the topic Introduce yourselves! in the forum General...
Thanks Evan, loving the forum so far. My intro: 1. What do you do? Director of Support at Tumblr. Striving to answer a bajillion tickets with a small team, as well as provide other services as needed...
View ArticleTess Shebaylo replied to the topic Tracking first touch resolution in the...
@lindsaygor We do, at the moment via a built-in metric for "one-touch tickets" through GoodData. Looks like their metric is defined as solved tickets where # of replies is <= 1. We track this by...
View ArticleTess Shebaylo replied to the topic Tracking first touch resolution in the...
Totally agree @jason. And while it's always nice to add reports for additional context, this isn't one that we place a ton of importance on. Definitely nice to see when there are any huge...
View ArticleTess Shebaylo replied to the topic What ONE tip should all your fellow...
Oh man. These are all such great tips. What can I say that hasn't already been said? Here's my stab: Respond as you would like to be responded to, regardless of the user's initial attitude. Life's too...
View ArticleTess Shebaylo replied to the topic How do you structure your teams' schedule?...
I'm really interested in this question as well, though I don't have good advice to offer up for it. We have a pretty complex weekly rotation to cover weekends, weekdays, and evenings, and we just keep...
View ArticleTess Shebaylo replied to the topic Who's your favorite superhero? in the...
Batman, but if we’re allowed to pick a favorite villain, Dr. Horrible obviously.
View ArticleTess Shebaylo replied to the topic Handling Feature Requests: How do you do...
We get so many requests every week that it would be hard to research and get an “answer” on each one, but the ones that the users are most enthusiastic about do bubble up. Then those will get reported...
View ArticleTess Shebaylo replied to the topic Introduce yourselves! in the forum General...
Thanks Evan, loving the forum so far. My intro: 1. What do you do? Director of Support at Tumblr. Striving to answer a bajillion tickets with a small team, as well as provide other services as needed...
View ArticleTess Shebaylo replied to the topic Tracking first touch resolution in the...
@lindsaygor We do, at the moment via a built-in metric for “one-touch tickets” through GoodData. Looks like their metric is defined as solved tickets where # of replies is <= 1. We track this by...
View ArticleTess Shebaylo replied to the topic Tracking first touch resolution in the...
Totally agree @jason. And while it’s always nice to add reports for additional context, this isn’t one that we place a ton of importance on. Definitely nice to see when there are any huge discrepancies...
View ArticleTess Shebaylo replied to the topic What ONE tip should all your fellow...
Oh man. These are all such great tips. What can I say that hasn’t already been said? Here’s my stab: Respond as you would like to be responded to, regardless of the user’s initial attitude. Life’s too...
View ArticleTess Shebaylo replied to the topic How do you structure your teams' schedule?...
I’m really interested in this question as well, though I don’t have good advice to offer up for it. We have a pretty complex weekly rotation to cover weekends, weekdays, and evenings, and we just keep...
View ArticleTess Shebaylo started the topic Reporting on quality (not just quantity) in...
This has already been somewhat covered here, but I want to hear about specific ways that you measure the <i>quality</i> of support that an individual agent is giving. Do you take random...
View ArticleTess Shebaylo replied to the topic Multi language support - to respond in...
We provide native-speaker support for a few languages, and I would consider that important for languages where you’re seeing a large volume. But for more obscure languages as far as volume goes, we...
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Tess Shebaylo replied to the topic What do you think of the new design? in...
I don’t really notice the changes much, which I guess is a good thing if you’re concerned about people not liking them! Seems fine to me.
View ArticleTess Shebaylo replied to the topic When you AND the customer are frustrated...
From a correctness and fairness perspective, I hate the idea of “the customer is always right” because as you know, the customer is not allllways right. But taking the blame helps and doesn’t have to...
View ArticleTess Shebaylo replied to the topic What hours do you offer support? What...
365 days a year, as someone’s always willing to volunteer to work a holiday. We don’t have any customer-facing “official” hours, but on a given weekday humans are manning the ticket queue from about...
View ArticleTess Shebaylo replied to the topic Reporting on quality (not just quantity)...
Thanks everyone. It’s been so helpful to hear what others are doing, and kind of validating that it’s a hard thing for y’all to tackle too. One other question: Can anyone think of any downsides to...
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