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The Ultimate Guide to Small Business Customer Service

Help Scout Leadership

Lastly, you need to set some sort of metrics (more on that below) to measure performance and set standards for service. At Workshop, they take a similar approach, just a little less structured: “Technically, on paper, I’m the only one in support right now, but people from engineering, design, and product all pitch in.

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The Breakthrough Manifesto | Kim Christfort

Peter Winick

Three Key Takeaways: A good metric for thought leadership is repeat usage. And so we’ve turned it into a engine really for innovation and transformation much more broadly versus just managing real estate, when. It’s more like an engine or, uh, it’s a place. Moments are all around us. That’s not a place.

Metrics 300
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Help Scout’s Step-By-Step Remote Hiring Process

Help Scout Leadership

The project itself runs the gamut depending on the role — some might be presentations, others might be role playing or demos: Engineering projects are all take-home coding exercises that are similar in language and project setup to what they might be working on on a daily basis.

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The Taming of the Queue: 14 Support Queue Management Tips

Help Scout Leadership

The support queue is an enormous, gelatinous, sticky, messy blob, growing continually to fill all of the available space.” – Matt Hunter, Technical Support Engineer Illustrated by Carolina Escobedo Garcia , Customer Operations Associate at Clerky. It keeps the queue size down, and it gives a great experience to those customers.

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The red flags and magic numbers that investors look for in your startup’s metrics – 80 slide deck included!

Andrew Chen

As I learned from the best in the industry – in particular from the Paypal mafia who had employed a metrics-driven viral approach to build some of their most iconic companies – I started to write about what we’d now call growth. Thinking about new user experience, engagement metrics, and other important concepts.

Metrics 111
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How to use your metrics to foster team improvement?

Agile42

The Problem with Metrics In modern knowledge work, no two tasks are exactly the same; no two teams work exactly the same together; and no two project contexts are quite like each other. This means that when we abstract these complex situations into numbers for metrics, they inherit all of that same complexity and imprecision.

Metrics 63
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Building a Customer-Oriented Company: Strategies & Examples

Help Scout Leadership

This could look like a customer success team choosing to focus on churn and expansion metrics rather than product adoption scores and the stories they tell. Taking the time to report on customer-oriented metrics conveys to your team that these things are of the utmost importance. Having standards also means that you can report on them.

Sales 363