We had the opportunity to connect with Liz Drews, Head of support at Onboard to discuss:

- Challenges in support operations

- Opportunities in enhancing customer experience in tech

- Top 3 tips for a stellar CX

Watch the video to learn more about support experience in software tech.

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Transcript summary of the chat

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1. How do you manage support operations across cross functional teams?

• Understand the lay of land: As a support leader, see the field across the spectrum of customer issues and relay the right information across the organization.
• Voice of customer: Ensure the voice of the customer is being represented across sales, product, engineering workflows.
• Build relationships: Building rapport and great relationships with teams and organizations is key to smooth operations where multiple stakeholders are involved.

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2. What changes would you make to the world of CX, if you had a magic wand?

• User journey map: Magically get all the clicks, views, logs through the user journey in real-time when a customer experiences an issue and in contact with support.
• Contextual input: Provide contextual buttons for customers within the product so that they can provide exactly where the issue is present within the product’s workflow.
• Value of support: Tie customer support to business impact and present the value of support across organizations.

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3. Any career advice for upcoming CX professionals?

• Be strategic: Understand the root problem the customer is trying to solve and then come up with a solution, instead of being a transactional problem solver.
• Think on the edge of the box: Instead of following the script all the time, see how to reduce the number of steps it takes to solve the problem and provide value to the customer.
• Become the trusted advisor: Develop a deep empathy for the customer beyond the current problem and solve for customer outcomes. This way you become the customer’s trusted advisor.
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4. What are your top three support tips for a stellar CX?

• Be human: Show up to every interaction as yourself and make every customer interaction count, instead of counting tickets.
• Build connection: Ensure you are making the customers successful and build great relationships.
• Own the issue: Own the customer problem, the communication both internally and externally, and having the “buck stops with you” mindset until the problem is solved.

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If you have any questions, comments, or thoughts, feel free to write an email to sri@rejoy.io, I'd love to hear from you!

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