The Customer Support Role
What is the Customer Support Role? Is it the same for each instance? What are the commonalities and exceptions?

What is the Customer Support Role?

In the Aus team we are currently working on defining the Customer Support Role. We'll add our insights here when that's done. Have you done this thinking already? Please share your thoughts!

Comparing our Approaches

Let's get clear on what Customer support means to each Instance. Add your instance against each task you currently perform or propose to perform as part of your customer support offering
Task
Current
Proposed
Respond to email enquiries
​Aus
Respond to phone enquiries
​Aus
Book times to provide phone support
Aus
Book on-boarding (setup support) sessions
Aus
Send welcome emails to new signups
Aus
Log customer interactions using a CRM
Aus
Investigate and log S1 and S2 issues in GitHub
Aus
Investigate and log S3 and below issues in GitHub
Aus
Investigate and log feature requests or improvements in Discourse
Aus
Periodically recommend Papercuts for your instance
Aus
Periodically recommend S3 priority issues for your instance
Aus
Last modified 1yr ago