Org Web Adapter

Editing pages/h2_2022_tier_2_objectives.org

#+title: H2 2022 Tier 2 Objectives
#+roam_tags: 2022q3 okrs 15five

Churn, churn, churn ... how do we keep it down?

How do we empower Tier 1 and CSMs and decrease the escalations?

What does a better support foundation look like for Tier 2?

PIkc a focus product perf/emplify

Improve communication between Tier 2 and R&D

Four products?
  - Perform
  - Channel in customer support

Improve internal escalation process
  + Can we provide tools to allow faster resolution of specific issues?
  + Can we identify those issues that are escalated that do not need to be?
  + Can we measure the number and solution type of tickets escalated?

Improve confidence in existing tools and make workflow better for Tier 1?
  + can we measure tier 1 satisfaction with our tooling?
  +

* Notes from our meeting
** Draft: [CHURN] Improve communication and collaboration between Tier 2 and R&D
*** SOURCE: Triage process could use some work
*** MEASURE: How will we know we’ve improved communication?
+ Decrease time on Triage board?
+ Decrease tickets with "Waiting on R&D" status?
+
** Draft: [CHURN/FOUNDATION] How does Tier 2 up-level skills skills and empower Tier 1
*** SOURCE: Tier 2 used to intentionally help Tier 1 learn to do things for themselves
*** NOTES:
+ Build out a plan for structured mentoring of Tier 1
+ T1 Office hours with T2
+ Train T1 on things to collect before escalating
+ Look for opportunities to push tasks back down to Tier 1
+ Can we have a count of issues we solve for Tier 1 and push back down to them?
*** MEASURE: How will we know we’ve leveled up Tier 1 skills and empowered them?
+ Should see fewer tickets escalated, can we decrease escalation load by 10%?
+ How do we measure the effectiveness of this?
  - Do we keep track of attendance?
** Draft: [FOUNDATION] Build better and more responsive tools for support
*** SOURCE:
*** MEASURE: How will we know we have better tools?
+ Implement a Net Satisfaction Score for tools Tier 1 is given
  - Send out a weekly form, asking:
    - How satisfied are you with ticketing tools?
    - How satisfied are you with knowledge tools?
    - How satisfied are you with technical troubleshooting tools?
+ Deliver at least 10 solid improvements to in-app Perform tooling
  - Link tracking within the tooling so we can track uptake?
  - Can we build link tracking into our tools? Into Dj Admin?
+ Improvements to existing tools
+ Metabase dashboards useful to Tier 1