For support team managers: Build an effective conversational support team

Create an efficient team that provides personal support at scale.

About this course

Whether you're new to the role, or on the path to becoming a Support team manager, this course brings you from the foundations of building a successful workspace through to managing your team's performance on a daily basis.

We pepper the course with introductions to key metrics to help you evaluate your team and workspace performance.

 

Meet the course producers:

    • Ruth O'Brien

      Customer Support Senior Manager

    • Phil Byrne

      Product Education Manager

    • Jack Jenkins

      Product Education Manager

    • Brian Byrne

      Senior Product Education Specialist

    • Danielle Swanser

      Product Education Manager

    • Thomas Creighton de Farias

      Product Education Manager

Curriculum60 mins

  • Laying the foundations
  • Introduction
  • Get Ready - Adding Teams, Teammates, Permissions, Office Hours
  • Route conversations to the right team/teammate
  • Give your team a consistent approach to categorize conversations
  • Remove ambiguity for your team
  • Your checklist
  • Laying the foundations
  • Building your automated self serve support
  • Introduction
  • From FAQ to Help Center, Start your automated engines
  • Suggest Help Articles in the messenger
  • Triage conversations automatically with Custom Bots
  • Instant resolution and contextual routing with Resolution Bot
  • Building your automated self serve support
  • Managing day to day performance
  • Introduction
  • Scheduling, staffing and reacting to events
  • Measuring Teammate performance for the ideal customer experience
  • Build a high performing team of continuous learners
  • Speed up your responses with saved replies and quick links
  • Managing day to day performance
  • Optimizing and Improving
  • Introduction
  • Team Performance Metrics
  • Operational Metrics - how are you providing the ideal customer experience?
  • Cost Metrics - How much is it costing to provide the ideal customer experience?
  • Optimizing and Improving
  • Graduation 🎓

About this course

Whether you're new to the role, or on the path to becoming a Support team manager, this course brings you from the foundations of building a successful workspace through to managing your team's performance on a daily basis.

We pepper the course with introductions to key metrics to help you evaluate your team and workspace performance.

 

Meet the course producers:

    • Ruth O'Brien

      Customer Support Senior Manager

    • Phil Byrne

      Product Education Manager

    • Jack Jenkins

      Product Education Manager

    • Brian Byrne

      Senior Product Education Specialist

    • Danielle Swanser

      Product Education Manager

    • Thomas Creighton de Farias

      Product Education Manager

Curriculum60 mins

  • Laying the foundations
  • Introduction
  • Get Ready - Adding Teams, Teammates, Permissions, Office Hours
  • Route conversations to the right team/teammate
  • Give your team a consistent approach to categorize conversations
  • Remove ambiguity for your team
  • Your checklist
  • Laying the foundations
  • Building your automated self serve support
  • Introduction
  • From FAQ to Help Center, Start your automated engines
  • Suggest Help Articles in the messenger
  • Triage conversations automatically with Custom Bots
  • Instant resolution and contextual routing with Resolution Bot
  • Building your automated self serve support
  • Managing day to day performance
  • Introduction
  • Scheduling, staffing and reacting to events
  • Measuring Teammate performance for the ideal customer experience
  • Build a high performing team of continuous learners
  • Speed up your responses with saved replies and quick links
  • Managing day to day performance
  • Optimizing and Improving
  • Introduction
  • Team Performance Metrics
  • Operational Metrics - how are you providing the ideal customer experience?
  • Cost Metrics - How much is it costing to provide the ideal customer experience?
  • Optimizing and Improving
  • Graduation 🎓