I’m on stage right now at SupConf ATL talking about some work we’ve been doing recently over at WordPress.com to rebuild the onboarding process for our Business plan customers. What you’re reading below is a transcript of the talk. I’ll update this page with a video whenever it’s available! Full slides are at the bottom.
Imagine a Customer Support team with high turnover and low tenure across the board.
Your customers will only speak to people who haven’t had time or mentorship to become experts. They’ll receive continuous poor service, become frustrated and despite your great product, churn.
I loved reading about how Intercom is encouraging career growth in Support. We’re working on solving the exact same issue over at Automattic.
I particularly appreciated this comment:
Ensure people management is not the only progression path.
I don’t think there’s one right answer to how this should be done across every company, but I think it’s something companies should continue to talk about openly. Support isn’t a stepping stone to another position. It can be a career if you want it to be.