What tasks does your customer support day include? And how do you prioritize them? There probably isn’t an easy answer to these questions, especially if your job requires you to switch contexts frequently. Running WordPress site for some project not so simple, especially for the first time. To help prioritize your work better and bring order to the task-switching chaos, we share a useful tip: create a mind map to gain a better understanding of what you’re doing.
In preparation for our new product strategy, I’ve been working with some folks on our team to help them more clearly define their roles and customer support responsibilities. To achieve the same amount of work in less time, we have to make sure that we’re all working on the right things and that everyone is clear on their part in our joined success. The fact is that in the early stage of company development every team member has to answer on customer support tickets.
One of the challenges is that agent job descriptions are really simple and don’t help someone clearly identify what work they need to do—like actual tasks they are expected to accomplish. And even if you’ve defined it clearly, roles change as the needs of a business change with every new customerWrite customer support1. Write customer support areas
1. Write customer support areas
The first step is to start by drawing out a mindmap of the role, how it currently looks and how we want it to look. I got this idea from my mentor. He suggested using a MindNode for that purpose.
2. Specify supporting activities
Then, start specifying what the responsibilities are in each area of the support role. Like happiness and efficiency of the team, input and outreach for customers, strategy, planning, execution, and marketing for the product. Now we’re seeing a role really start to take shape.
From there, you branch into specifics. These are specific actions and tasks that we want to take. As you can see in our map, they can be a few levels deep if it makes it easier. Things like speaking and writing, sending newsletters, doing usability testing. These are tasks you’re doing now or want to be doing to fulfill the broader task. It’s useful to write them all down, even ones you may not want to do now. You can always cross them off later.
3. Create customer support mantra for manager
Let’s think by drawing out a mindmap of the role, how it currently looks and how we want it to look. The goal is to fill in this sentence:
My job is a _______. I focus on _______, _______, and _______. I do this by _______, _______ and, _______. Daily, these are the tasks that make up my job: _____.
You can use the following sentence: My job is a customer support manager. I focus on customer’s needs and make them happy, by helping them to reach goals with our product. I do this by making sure that my team is productive, that I am constantly in tune with our customers and that the product is the best that it can be.Daily, this is what my job looks like.
All of these statements are short and easily remembered. I actually refer to them as mantras. One definition of a mantra is a statement or slogan that is repeated. First, if you don’t already have a customer service promise, come up with one. Or at least let this day start the process of coming up with one. This is important, so don’t rush it. It could take weeks to come up with just the right customer support promise. And, for those that already have one, you’re a big step ahead.
When it comes to your customer support promise, every agent of your team must be in alignment. Everyone must understand it. It must be part of your company culture like standard.
4. Use weekly plan for a support manager “Top 5 tasks”
5. Measure key support metrics
At Catchers, there are 5 key customer support manager metrics we’ve found most powerful as we scaled our support team to support over 2 000 customers in 56 countries. This is a selection of the key numbers that will help you grow your company, without getting bogged down in the numbers.
- Total Conversion by agent
- Conversion by agent per day
- Response time
- Customer satisfaction
- Daily tickets by hours
Having the right data can help you answer difficult questions. More often than not though, it just leads to more questions. Choosing only a few baseline support metrics to track helps you avoid chaos while giving you and your team useful insight on weekly tactics and strategic planning.