Learn more about corporateculture with this collection
Strategies for promoting inclusivity
How to address unconscious bias
How to create a diverse and inclusive workplace
3 human strategies to support your support team
- Map out career paths. Having clearly defined career paths gives people something to work towards.
- Rethink your metrics to properly reflect the work. While it’s great that support reps can really get their teeth into complex problems and pull apart issues, it also means that the problems they’re working on can take longer and be more difficult to solve.
- Treat humans like humans. This means that if things feel overwhelming, your support reps have time to step away from the inbox and go for a walk, and they’re not constantly in thrall to their numbers. As a manager, you also need to be deliberate about making your team’s escalation paths clear. It’s important for them to know that they don’t have to sit there and deal with something that’s not going anywhere.
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Engage and retain your customers
Human support is crucial for those tricky or sensitive issues that just can’t be solved with automation or bots, such as payment problems, difficult technical issues, or complex queries that need deeper context. Being able to route these problems to a real person is essen...
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48 reads
Invest in your human support team
Being able to leverage both automated and human support has led to some incredible advancements, allowing companies to scale their support and deliver personalized experiences more efficiently than ever before.
As a result, human support is more critical than ever. And with...
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305 reads
The business benefits of human support
The three layers of the Conversational Support Funnel consists of three layers:
- Proactive support enables you to get ahead of known problems before customers even reach out for help.
- Self-serve support allows users to resolve simple queries on ...
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How to better support your team
- You should always be asking for peer review on a people management problem before you take action, whether that’s from your own manager or your HR team.
- Don’t blame, own. As a manager, it’s all too easy to abdicate responsibility and blame the per...
Not to think about inclusion as something your service is or isn’t
Inclusion is a scale that progressively means that your user can not only use your service but also feel safe, welcome, and, – importantly, use it in a way that makes them feel equal to all other users who might need to use that service.
It’s equally important to remember that inclusion doe...
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