OMG! You already comparing it to being Hit-Girl?! Well, it’s true that we don’t just sit there and answer chats and cases from customers! We’ve a very interesting life/job role….and let me walk you through it! :D
I log in and start my shift around 10 in the morning (even though I am active on slack way before that.) The first thing I do is prepare my To-Do list. This helps me keep track of things which need my attention and gives me a great sense of achievement when I tick them off one by one by the end of the day. (yay!)
Once I have settled down I go through all the cases where the customers have left updates for me. I start going through them one by one based on their priority. While doing this, I also keep an eye on the ‘Breaching soon’ View which lists the cases that are about to miss their SLA, after all its important that you deliver within promised time!
By then the other team members start joining in. This means, I can now get a bit easy with the case queue for now we have more eyes keeping watch. At this point, I open up all the spreadsheets that need working on.
One of them is about prioritizing and highlighting customer-reported issues which need to be passed onto engineers. Its important to get them done and rolled out before the customer comes back asking for an update.
Another spreadsheet is a very interesting project. This is where we are moving customers from our existing product to the new product that we have launched. I have to keep an up-to-date record of all the customers who are ready to go-live and switch to the new version. The requires co-ordination between engineering, support and the customer. I have to ensure that this is delivered successfully.
Every now and then I pick up a case study which is more like an in-depth analysis of some particular issue. The outcome is to share knowledge with the team and the lessons learnt while resolving that particular issue. I usually have the document open where I would keep dumping all the relevant information which I then organize at a later point. These days I am working on spam-filtering which is an issue that has come up due to Outlook’s new spam-filtering strictness.
I am part of the churn reduction project/team too. As part of that I keep a spreadsheet where I track all the churned accounts. I go into the details of figuring out where things went wrong and what could have been done to stop/reduce churn. There are very useful insights hidden among this type of data analysis, trust me on that!
The best part of my job is that I have a mentee too (Its an awesome feeling to train someone… to pass on the knowledge!). I have to make sure that he gets trained on various things which are required to deliver his job tasks. Its good to have him pop around every now and then with his questions.
Sometimes when I am looking for distraction (or some brain-teasing) I jump in and join Slack discussions about diagnosing issues. Oh yh, I love investigating things and donning that Sherlock hat!
Ah! You might be thinking that’s a pretty hectic day with no breaks? Well, lunch hour is my rejuvenating hour. Most (well almost all! ) of my mates are from the engineering team. We jam together during lunch, sometime play badminton, chess ( yh! i mean chess) or we go for a walk too!
So, like I said….its not just about chats and cases….my (our) day includes a lot more than that!Customer Advocacy requires a lot of skills among which time management holds the top most slot, for its this skill which helps you put your every other skill to a proper use!
All you customer advocates out there, let me know what is your day comprised of!