Help Scout’s Post

21 get to know you questions for customer support teams. Perfect to break the ice at your next meeting. And here's the answer to #12: Tettra. 1. What inspired you to pursue a career in customer support? 2. What’s your favorite part about interacting with customers? 3. How do you handle challenging customer interactions? 4. What’s one customer service skill you wish everyone had? 5. What’s the most rewarding customer interaction you’ve had? 6. How do you stay motivated in a customer-facing role? 7. What’s your approach to learning about new products or services? 8. What’s a memorable piece of feedback you’ve received from a customer? 9. How do you balance personalization and efficiency in customer interactions? 10. What’s your strategy for dealing with a high volume of customer inquiries? 11. How do you prioritize customer requests? 12. What’s one tool or resource you find invaluable in customer support? 13. How do you stay updated with industry trends in customer service? 14. What’s your approach to a work-life balance in a customer support role? 15. How do you approach a new team member in customer support? 16. What’s your favorite way to de-stress after a busy day in customer support? 17. What’s a challenge you’ve overcome in your customer support role? 18. How do you ensure a positive customer experience? 19. What’s your favorite part of working in a team environment? 20. How do you contribute to a positive team culture in customer support? 21. What’s one thing you’ve learned from a customer or colleague that stuck with you? BTW -- here's how Tettra can help your customer support team find answers even faster:

To my Subscribers, Welcome to the 25th edition of our blog. Looking at your questions and comments, we came across a very common concern when we discuss artificial intelligence, machine learning, generative AI and all these sort of topics. The question is, if AI in general, as it becomes more sophisticated, would it take our jobs away? The answer to this question may have multiple layers of complexity, but in short, AI is not coming to take jobs away, but instead, it comes to create opportunities. The simplest example that I can think of, and perhaps not using sophisticated technologies, is the self-serve check-out kiosks at some retail stores. Having this option did not take jobs away. Companies realized that the "check-out" process was a repetitive task, in which the customer could be more involved, moving the "check-out" staff to support customers in the aisles of the stores, in an effort to provide a better customer experience. The same comes when applying the concept of AI.  Automation, which is part of AI, is looking for the most repetitive tasks, and provide "the user" with more time to dedicate to more complex and attention-required, type of tasks. Additionally, the demand for more specialized personnel, dedicated to constantly develop and maintain the AI solutions in a business, has been increasing. The key element here is "adaptation to the circumstances". As we may remember through history, the Industrial Revolution across the globe, required for people to adapt to a new way of living, creating opportunities from leaving the traditional farming ways of leaving, to the new urban-manufacturing ways of living. In the current digital revolution, new jobs are being generated, people is becoming more tech-savvy, and as AI continues to evolve, new and easy ways to maintain it are being generated. Our services are dedicated to ensure to generate solutions to help our clients' customer support staff be more efficient and productive and by integrating customer and agent-facing virtual assistants which are expediting repetitive tasks for customers such as making a payments, change addresses, or asking basic questions about a product, they are also providing accurate information to agents so they can help customers more efficiently. Additionally, as mentioned previously, there is a new way to see the IT (information technology) department, not as the small group of geeks sitting by the mailing room providing technical support when our laptops are not responding, but now, our solution consultants are actively engaged with our clients' staff educating them about the features and benefits of AI. I hope I have addressed the concerns from our subscribers' questions regarding jobs being taken away by AI, we need to think instead, AI is bringing "opportunities". For more information, please visit our website, www.InfoBot.com or follow us in social media.

👋 Big news in customer success! We’ve cut our response times in half and have automated ~70% of common queries. That's like having three extra employees. How did we do it? We teamed up with kapa.ai and Thena to bring AI into the mix. Read the details here 👉 Reducing response times by 50% with RudderStack kapa, and Thena https://lnkd.in/ek7eGAw5 🔧 By automating ticket creation and enriching responses with our C360 data, our Technical Account Managers now address queries faster and more accurately, allowing them to focus on complex issues and deliver greater value to our customers. Interested in implementing a similar LLM-based solution for your customer data? Reach out here 👉 https://lnkd.in/eJufDNd8 - we’d love to hear about your project and share our insights.

For those who missed it, HubSpot has released a spotlight with a summary that gathers all the updates from the last period. So what are the main updates? ✨Awesome AI improvements across all HubSpot hubs. ✨Updates in the Content Hub that make content creation easier and smarter. ✨Payment processes in the Commerce Hub are now much smoother and more convenient. ✨Significant improvements in the Service Hub, such as a new Help Desk and the use of AI Chat. You can read the full spotlight here, and I’m here to answer any questions! https://hubs.li/Q02wT3zl0

Automated customer support tickets with n8n, Slack, Linear and AI Learn how to build an AI-powered customer support workflow with n8n, automating support ticket creation and integration with Slack and Linear. Save time and enhance efficiency using advanced AI nodes in n8n. Read mode on following blog post!

If you’ve been thinking about how to optimize your customer support tech stack, you’re not alone. Questions about support tools come up a lot in our conversations with different support teams. It doesn’t matter how big they are, how distributed they are, or how mature they are. Folks just want to know: What should our support tech stack look like in order to ensure the best possible customer and employee experience? That’s why we compiled this report — to provide you with a data-driven starting point for assembling your ultimate customer support tech stack. It’s based on survey data from hundreds of support and support operations professionals across more than a dozen industries. In this report, we: 👉 Unpack the biggest tech stack challenges facing support teams today 👉 Gauge the overall temperature for tech investments in the coming year 👉 Check in on how teams are feeling about AI for customer support 👉 And share survey respondents’ top-rated tools for each category And it’s all yours, right here, with no strings attached. https://hubs.ly/Q02bSv4Z0

For those who missed it, HubSpot has released a spotlight with a summary that gathers all the updates from the last period. So what are the main updates? ✨Awesome AI improvements across all HubSpot hubs. ✨Updates in the Content Hub that make content creation easier and smarter. ✨Payment processes in the Commerce Hub are now much smoother and more convenient. ✨Significant improvements in the Service Hub, such as a new Help Desk and the use of AI Chat. You can read the full spotlight here, and I’m here to answer any questions! https://hubs.li/Q02wT2Wy0

I've been having some interesting conversations with founder / CEO friends at scaling companies about "customer service struggles" and the running theme is they were all looking for the right "tools" to manage their workload without first doing the work to understand the scope of the challenges. If your CS teams are fielding 100+ inquiries per day from clients, before you worry about changing your CS tool stack, first classify and categorize your customers' needs and wants; then think about your teams' gaps and capabilities and how your realtime / daily / weekly reporting brings this information forward. If you don't do this work first, you waste time evaluating tools when you could already be improving service levels to your customers. (And you might choose the wrong tool stack.)

Building a SUPPORT ORG from $0M -> $10M ARR (part 3/3)... $10M ARR 💣 Here we are... $10M+ ARR, the place where your support motion becomes a machine ⚙ At this stage, individuals and tools are in place to help bolster your customer support machine. Here’s what that machine looks like: ▶ Everyone on your team has their own job, and there is almost 0 overlap ▶ Quantitative measures are your north star as a leader (to investors, this is where the $ is made) ▶ Your technical tooling becomes quite advanced and you need advanced ticketing options that have analytics, APIs, etc. Pitfalls here are the most significant as well: 🔻 You can become disconnected from customer feedback if you don’t proactively get involved  🔻 When you have 500+ tickets a week, important discoveries or signals will get lost 🔻 You run the risk that people on your team have “not my job, not my problem” 🔻 A CSM might get something and kick it to support, and support might disagree and kick it back to the CS team, leading to wasted cycles Some things I’ve found that help: ❇ Rotate people into support for a few hours or a day - it gives them a direct view into what’s going on (we did this at Branch) ❇ Pull trends out of support tickets by categorizing each conversation (Thena’s AI can help here) ❇ Measure people on customer outcomes - not ticket details - so they know it’s the customer that ultimately matter ❇ As a founder, reach out to customers you don’t normally talk to, and ask them for feedback There’s no magical guide here, but after scaling two companies among these stages over 10+ years… this is certainly what I’ve learned. I know there are a ton of Support/CS leaders in my network, so would love some feedback on anything I missed or where you might disagree. Did I do this thing right?

Gaining More Positive Google Reviews @businesstalk