From ee4866732ae42bb8c992911cf73bde9fd1da308b Mon Sep 17 00:00:00 2001 From: Abigail <51999607+abigailbramble@users.noreply.github.com> Date: Thu, 12 Dec 2024 10:46:08 +0000 Subject: [PATCH 1/2] Update objectives.mdx Updated Q1 goals --- contents/teams/support/objectives.mdx | 30 ++++++++++++++------------- 1 file changed, 16 insertions(+), 14 deletions(-) diff --git a/contents/teams/support/objectives.mdx b/contents/teams/support/objectives.mdx index f54c53d0aa31..257dca717b31 100644 --- a/contents/teams/support/objectives.mdx +++ b/contents/teams/support/objectives.mdx @@ -1,19 +1,21 @@ -### Improve our SLA achievement without causing a CSAT catastrophe (Ben & Ben) -- **Rationale:** Business as usual = A good start -- **What we'll ship:** [See issue](https://github.com/PostHog/meta/issues/246) -- **We'll know we're successful when:** We're regularly hitting 90% SLA achievement for Normal+ prio tickets. CSAT doesn't fall below 80%. +### Improve efficiency and consistency of how we use Zendesk (Ben) +- **Rationale:** Less confusing Zendesk = more consistency across support and more efficient support. +- **What we'll ship:** Improvements to, simplification of, and clarity around Zendesk procedures and implementation. +- **We'll know we're successful when:** The the first resolution time and full resolution time metrics are going down. -### Make everyone a subject matter expert as part of their onboarding (Abigail) -- **Rationale:** More experts = fewer escalations -- **What we'll ship:** Issue coming soon -- **We'll know we're successful when:** Everyone is an expert in something and we have a playbook for learning when we hire next. +### Streamline support workflow by implementing features in ZenHog (Haynes) +- **Rationale:** Improved support tooling = support can ship things faster. +- **What we'll ship:** Integration with GitHub issue creation, links to user’s org’s Vitally and Stripe, and information / solution from related tickets. +- **We'll know we're successful when:** The support team is actively using these tools and feeling less encumbered. -### Launch the support AI (Steven) -- **Rationale:** Less tickets = better support -- **What we'll ship:** MaxAI, in-app. -- **We'll know we're successful when:** It's running and we have a view on if it's worth continuing with. +### Optimize Max AI in the sidebar (Steven) +- **Rationale:** Better Max = more case deflection = more time for support to spend on more complex tickets. +- **What we'll ship:** Optimized Max (details coming soon to a GitHub issue near you). +- **We'll know we're successful when:** Max is regularly deflecting a good number of tickets and that number is increasing with optimizations. -## Side quests -- Ship Max AI and track reduction in the overall ticket volume (Steven) +### Everyone in support is an SME (Abigail) +- **Rationale:** SMEs = less escalations to engineering = we ship more things. +- **What we'll ship:** Framework and resources for developing SMEs in selected product areas. Implement these and train the current team as SMEs. +- **We'll know we're successful when:** The percentage of escalated tickets is decreasing in areas that we have trained SMEs. From 0aefb1896fafc3921f1e5267cd47edc69c79963c Mon Sep 17 00:00:00 2001 From: Abigail <51999607+abigailbramble@users.noreply.github.com> Date: Thu, 12 Dec 2024 11:14:03 +0000 Subject: [PATCH 2/2] Update contents/teams/support/objectives.mdx Co-authored-by: Joe Martin <84011561+joethreepwood@users.noreply.github.com> --- contents/teams/support/objectives.mdx | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/contents/teams/support/objectives.mdx b/contents/teams/support/objectives.mdx index 257dca717b31..9073ba7d22ae 100644 --- a/contents/teams/support/objectives.mdx +++ b/contents/teams/support/objectives.mdx @@ -1,7 +1,7 @@ ### Improve efficiency and consistency of how we use Zendesk (Ben) - **Rationale:** Less confusing Zendesk = more consistency across support and more efficient support. - **What we'll ship:** Improvements to, simplification of, and clarity around Zendesk procedures and implementation. -- **We'll know we're successful when:** The the first resolution time and full resolution time metrics are going down. +- **We'll know we're successful when:** The first resolution time and full resolution time metrics are going down. ### Streamline support workflow by implementing features in ZenHog (Haynes) - **Rationale:** Improved support tooling = support can ship things faster.