Support Night School
Episode 5: The ABCs of Customer Support
In this episode, we discuss the terms and jargon you may hear as you start your Support network. This is an info-heavy episode, but our hope is you finish and have a familiarity with the topics we discussed so you can talk about them intelligently and make a good impression on your new path in Support.
Show Notes
- Introductions at 0:00
- Last episode recap at 0:20
- Today’s episode overview at 0:46
- Four Themes of the episode at 1:30
- Organization and Structure – 1:41
- Support vs. Success at 2:04
- SaaS definition at 3:09
- B2B vs. B2C at 3:14
- Customer Segments at 3:48
- Customer Channels at 5:15
- Self-Service at 7:35
- Response times at 9:39
- The Customer – 10:04
- Customer and/or User Experience at 10:04
- Customer Success vs. Customer Experience at 11:17
- Customer Journey at 12:43
- Empathy and Compassion at 16:20
- The Queue at 17:47
- Job Titles at 18:16
- Support Tiers at 18:45
- Escalations at 19:47
- Subject Matter Experts (SMEs) at 20:44
- Tickets vs. Conversations vs Etc. at 21:33
- Product Feedback and Feature Requests at 22:38
- Bugs at 23:28
- Backlog at 24:44
- Frequently Asked Questions (FAQ) and Macros at 25:43
- Metrics – 27:21
- Key Performance Indicators (KPIs), Objectives and Key Results (OKRs), and Management by Objectives (MBOs) at 28:01
- Time to Close (TTC) at 28:20
- Customer Satisfaction Score (CSAT) at 28:54
- Vanity Metric at 29:22
- Churn and Retention at 30:39
- Customer Lifetime Value (CLV) at 32:06
- Net Promoter Score (NPS) at 32:40
- Return on Investment (ROI) at 33:43
- Customer Success Manager (CSM) at 34:04
- Time to Value (TTV) at 34:26
- Aha Moment at 34:38
- Service Level Agreements (SLAs) at 34:53
- Hiring Models and Forecasting at 36:26
- Metrics Summary at 37:55
- Wrap-up at 39:00
- HOMEWORK at 39:45
- Next Episode sneak peak at 39:43
Other Things We Mentioned
Camille E. Acey 