Want Loyal Customers? Improve Your Workflow!

I’m quoted in this OfficeVibe piece on avoiding support agent burnout. Engaged agents means longer-lasting agents means less employee churn and a more educated front-line workforce: everybody wins.

Personally, I like writing documentation. At my last job I wrote the documentation for how to do Twitter support, and the training guide.

Now Ben McCormack (Head of Support) is encouraging us to work on our programming skills, so I’ve been spending time going through Learn Python the Hard Way with the team. When we co-work we usually try to do something with that, and we’ve written a few internal Python scripts that we use for various reminder emails.

Click here to read the full piece.

Forget Big Data: How Tiny Data Drives Customer Happiness

If you’ve written in to Trello’s support team in the last few weeks, you may have noticed a little bit of extra flair. We added a “how did I do?” rating option at the bottom of our emails back to you. We’ve been tracking those replies since we started gathering them, and it’s led to some unexpected (and useful!) insights for our support team.

Sometimes, a frustrated user might walk away from the case. And, frankly, can you blame them? If the only contact they have is with an agent who is perhaps misunderstanding them, it’s easy to see why they might think their issue is going in one of our ears and promptly out the other. We wanted to give our users another outlet to let us know about a case that may require extra attention.

Read the full post on Trello’s blog.