In today's episode of the Support Insights Podcast we talk to Svitlana Gaunt, Customer Support Excellence Team Lead at Miro, about how the CS excellence team are ensuring the customer is always represented across different areas of the business.
Svitlana takes us through how the CS excellence team is structured to ensure that support is optimized and wider departments are always considering customer needs when developing initiatives.
We'll also talk about Miro's consistently high CSAT score of 97, and what Svitlana attributes this to.
Plus, hear Svitlana's advice for anyone looking to connect initiatives to put the customer at the centre of their own organizations, and her plans at Miro for 2023.
Watch the full episode, or read the highlights below 👇
Where does the CS Excellence team fit within other departments at Miro?
In many companies, customer support can be a little bit isolated and tends to be seen as a reactive function that just answers customer tickets and requests. At Miro, the holistic integration of CS is hugely important, and the value of this team is showcased in the way that the CS Excellence team actually sits under the Revenue Operations umbrella.
At Miro, the CS excellence team ensure that support is integrated across all departments so that initiatives can be centralized, and the customer can be represented.
One of the key stakeholders for customer support at Miro is the help center team who are responsible for making sure information within the help center is correct and up to date. Svitlana's CS Excellence team works very closely with the Help Center team to make sure that the information they build can help customer support to deflect tickets and ensure customers can find answers themselves where possible.
"A lot of Miro users are quite technical and they are very happy to find answers themselves, so we really try to make the instructions and knowledge materials very user friendly and readable."
Svitlana's team also works closely with the education team, who develop courses to help customers learn about Miro and equip themselves with the knowledge to solve issues for themselves in future.
Another big area of collaboration is in evaluating customer support data to use when having conversations with GTM (Go To Market) and Customer Success teams to feed into new feature development and renewals processes.
What would you attribute Miro's CSAT score of 97 to?
"The people are incredible. They care so much about providing the right solution and really going on the journey together with the user to understand what they're struggling with."
The hiring process at Miro really focuses on bringing people in to the team who are eager to go above and beyond for the customer. This means that during interviews, testing people's soft skills as just as important as checking their hard skills.
"We review the CSAT scores very often and build out methodologies to keep consistency on the most beneficial parts of our processes."
Although Miro have a fantastic CSAT score, they continue to iterate and adapt their processes to make sure they're on track to maintain excellence as the organization grows.
CSAT score is discussed in every department at Miro, not just CS, meaning customer satisfaction isn't just a support metric, it's a measure for business success.
What advice would you give to businesses looking to better connect CS with other departments and initiatives?
One big piece of advice Svitlana had to offer, and one we advocate for strongly at SentiSum, is harnessing dashboards so that different departments can access data on customer support insights to inform their decisions.
"GTM teams or customer success teams can use their dashboards to actually look at support tickets per customer and filter on specific issues to see how many tickets are being raised."
These dashboards also help Miro to analyse drivers behind CSAT scores and average handling times. They can see the subjects that are talked about in conjunction with those metrics and deep dive into the tickets to do root cause analysis.
"Things change very quickly and it's important to filter those through what the customer needs are at the moment. So that's where customer feedback is so important."
Another piece of advice Svitlana offers is to make sure support teams find the right moment to outsource support. In Miro's case, outsourcing helped give the internal support teams a way to spend more time on important issues, specific areas of focus and high level activities and projects. This resulted in more empowered staff who were enabled to build more relationships and be more visible in the company.
Music: Savour The Moment by Shane Ivers - https://www.silvermansound.com
Watch the Episode
- In the next 5 years, customer experience is 45% of companies top priority.
- Investing in CX initiatives has the potential to double your revenue within 36 months.
- 86% of buyers are willing to pay more for a great customer experience.