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