Pushpay’s Post

“There’s no way we can hire someone to do customer support. It has to be us.” Listening to and working with our customers in this way was one of the greatest early learning moments for Blake Acheson and myself. We also knew we couldn’t do it forever, no matter what we said out loud at the time. When Blake and I founded AgencyAnalytics, like many founders, we were doing EVERYTHING ourselves: coding, sales, marketing, and, of course, customer support. As we grew, it became impossible to keep up with it all. We didn’t know when to let go. We were so entrenched in working directly with our customers, troubleshooting challenges, and learning from them that we couldn’t imagine anyone else doing the job. It helped get the product to where it needed to go, but it wasn’t sustainable. Then came the tipping point. We realized that without help, we couldn’t iterate on the product fast enough or scale the company. We were holding ourselves back. Bringing on Jesse Smith to help us across the board and then eventually also making our first customer support hire (huge shout to Trever Clark), was a big transition. It was a eureka moment. It wasn’t just about sharing the workload; it allowed us to strategically focus on growing the company, improving the product, and even getting a little more sleep. The lesson? Sometimes, growth means letting go. Have you had any hiring eureka moments?

What trends do you see shaping the future of customer education? How is your organization adapting to these changes? Last year, we launched a job board and posted 186 #customereducation jobs. We combed through all 186 jobs to uncover how the SaaS CE landscape is rapidly evolving and what that means for future roles and team structure. 🚀 2023 Highlights: - Skill Diversity: A surge in demand for digital proficiency (90%), project management (85%), and data analytics (60%). - Strategic Roles: 40% of positions emphasized strategic planning, highlighting the critical role of customer education in business strategy. - Specialization: Over 50% of listings required industry-specific knowledge, a 30% increase from the previous year. - Remote Work: Dominated by offering over 75% of roles remotely. - Leadership: 44 management roles posted, seeking visionary leaders proficient in cross-team collaboration and scalability. 🌟 What's Next in 2024? - Strategic Alignment with Customer Success: Expect tighter integration with CS teams, focusing on outcome-oriented education. - Cost Efficiency: Leveraging customer education as a cost-saving strategy amidst organizational changes. - Scalable Growth through Academies: A shift towards developing customer education academies for scalable growth. - AI and Automation: Bridging the gap with tech-savvy candidates who can navigate AI complexities. - Monetization & Collaboration: Fostering cross-departmental efforts between CE and CS teams for upselling and cross-selling. - Diversity in Hiring: Continued emphasis on creating inclusive and equitable learning experiences. 📈 We're committed to driving forward these trends and unlocking new opportunities in customer education. You can find the job board here: https://lnkd.in/eaiwtpy3 🔗 Dive deeper into our job breakdown and insights for 2024 here: https://lnkd.in/eQPeq4-t #SaaSEducation #CustomerSuccess #DigitalLearning #FutureOfWork #DiversityInTech

I will NEVER stop learning customer support. (even after 9 years in this field) Not only because I like it, but because it’s a necessity due to: → Evolving customer expectations → New tools/technologies → New support methods It’s the only way to be competitive. As CS reps, we should mainly train 3 aspects of our job: 1️⃣ Our knowledge of the products/services we’re selling 2️⃣ Our problem-solving skills (effective communication improves customer satisfaction by up to 25%). 3️⃣ Subject Matter Expertise (SME) (tech support, billing, or customer retention strategies). But as important as training can be, traditional methods are: → Boring → Time-consuming → And not really concrete… That’s why we launched Smart Role! To help every CS rep improve their skills. To help every company cut their costs while raising their customer support quality. Try it for free now: https://www.smartrole.ai/ - Thibaut 🦊 PS: What skill would you consider crucial to train during your career?

Hey, I'm Champa Sharma, Senior Manager, Customer Support Team Whether it's guiding our customers to get the most out of the Contentful Platform or giving back to our local communities, I'm passionate about making a positive impact and creating a space where everyone can thrive. ⭐ Supporting my team is just as close to my heart. A strong, supportive, and growth-oriented environment is essential for helping people develop and excel. I'm committed to fostering a culture of continuous learning and personal development where everyone is encouraged to grow, innovate, and become the best version of themselves 🌱 By mentoring and guiding the team, I aim to create a collaborative atmosphere where we can all learn from each other, celebrate our successes🎉 and tackle challenges together. My ultimate goal is to inspire and uplift those around me, contributing to our immediate success, long-term career growth and personal fulfillment🚀. Our Customer Support Engineers play a crucial role in Contentful's success. We deliver top-notch support, efficiently resolve issues, and help customers get the most out of our platform. Our expertise ensures high customer satisfaction, builds strong relationships🤝 and provides valuable feedback that drives product improvements and overall growth  📈. As an engineer in our team, you'll diagnose and resolve technical problems with the Contentful Platform, providing clear and timely support to keep our customers happy😊. You'll also create and maintain documentation for common issues, solutions, and best practices📚. Collaboration with our engineering and product development teams is crucial to solving complex issues and contributing to product enhancements. Plus, gathering and sharing customer feedback and technical insights is vital for driving product improvements🤓. My 3 essentials for our Customer Support Engineers are: 🛠️ Strong Problem-Solving Skills: Efficiently diagnosing and resolving technical issues. 🗣️ Excellent Communication: Clear and concise communication skills to explain complex technical concepts to customers and collaborate with internal teams. 🌟 Customer-Centric Attitude: A focus on delivering outstanding customer service, understanding customer needs, and ensuring high satisfaction levels. If you're interested in learning more about a Customer Support Engineer role at Contentful. Check out the role on our career site: https://lnkd.in/eyv7bpdy #BuildYourStory #Careers

My 2-Week Challenge to Become a Customer Service Representative Hello LinkedIn community, I’m excited to share my journey of becoming a customer service representative! Over the next two weeks, I have created a structured learning plan to enhance my skills and knowledge in this field. Here’s what my daily schedule looks like: Week 1: • Day 1: Introduction to Customer Service • Day 2: Communication Skills • Day 3: Customer Service Tools • Day 4: Handling Difficult Customers • Day 5: Product Knowledge • Day 6: Time Management • Day 7: Writing Skills Week 2: • Day 8: Customer Service Metrics • Day 9: Customer Feedback • Day 10: Dealing with Stress • Day 11: Technical Support Basics • Day 12: Multitasking • Day 13: Building Customer Relationships • Day 14: Mock Interviews and Review I chose this challenge to ensure I am well-prepared for a role that demands excellent communication, empathy, and problem-solving skills. I’m passionate about helping others and believe that a strong foundation in customer service is essential. I’d love to hear from my network—what customer service tips or experiences have been most valuable to you? Feel free to share your thoughts and join me on this journey! Stay tuned for updates on my progress! Best regards, Jennifer Obianke. #CustomerServiceRepresentatives #Remoteworking

The Customer Experience and Customer journey is crucial for any business to be successful. Here are my 3 essentials for Customer Support Engineers here at Contentful!

Get insights into the state of hiring in the administrative and customer support field in the second half of 2024, including roles in high demand and job market trends. https://bit.ly/3WrMh7e

Get insights into the state of hiring in the administrative and customer support field in the second half of 2024, including roles in high demand and job market trends. https://bit.ly/3AieBlh

Reflecting on My Role as a Customer Support Representative🏆 As a Customer Support Representative, every day brings new challenges and opportunities to make a positive impact. Here’s a peek into what drives my passion for this role: 🚀 Problem-Solving Power: Every customer query is a puzzle waiting to be solved. I thrive on finding efficient solutions and turning issues into opportunities for improvement. 💬 Building Connections: It's amazing how a simple conversation can build trust and loyalty. I love connecting with customers and understanding their unique needs. 💡 Innovation in Action: The dynamic nature of customer support means there's always room for innovation. Whether it's adopting new technologies or refining processes, I’m committed to continuous improvement. 🌟 Customer First Mindset: Putting customers at the heart of everything I do is my guiding principle. Their satisfaction and success are my ultimate goals. 📚 Learning and Growth: The learning never stops in customer support. From new tools to enhanced communication strategies, I’m always seeking ways to grow and better serve our customers. I'm grateful for the experiences and skills I've gained in this field and excited for what’s ahead. Let’s connect if you share a passion for customer support! #CustomerSupport #CustomerService #ProblemSolving #Innovation #CustomerFirst #ProfessionalGrowth