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