From Tier 1 to Customer Support Manager: Ira's Journey at Miro
Description
Here's some highlights from the episode:
1️⃣ Support Structure: Miro's support team is organized in tiers, starting with tier 1 support, escalating to tier 2 and technical support engineering if needed. This tiered system ensures that customers' issues are addressed efficiently and effectively.
2️⃣ Channels and Calendly: Miro's support team utilizes various channels, including a ticketing system, email, chat, and even Calendly for premium customers. Calendly allows customers to schedule dedicated support calls with Miro's team, providing tailored assistance for urgent or complex issues.
3️⃣ Metrics and Tools: Zendesk plays a vital role in Miro's support operations, enabling seamless tracking of tickets, response times, and customer satisfaction. Additionally, Miro also utilizes Looker for data analysis and Mirost for quality assurance of customer support interactions.
If you're interested in learning more about support at Miro and gaining valuable insights from Ira, be sure to tune in to our latest episode of Caffeinated! 🎧
#SupportIndustry #CustomerSupport #CaffeinatedPodcast #Miro #SupportStrategies
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