Post on 23-Jan-2018
@sarahleeyoga
Support is easy, it’s like riding a bike.
A story of the last 3 months of Kayako Support
@sarahleeyoga
Support is easy, it’s like riding a bike.
…but the bike is on fire …and you’re on fire …and everything is on fire …and you’re in hell
A story of the last 3 months of Kayako Support
@sarahleeyoga
Everyone’s had to fight a fire before
@sarahleeyoga
Everyone’s had to fight a fire before
“Change Management”
@sarahleeyoga
A little background
@sarahleeyoga
Kayako Support on fire:
“Support is a frontline for the company, you should start taking it seriously. This team is always neglected in monetary terms, appreciation and credit. Already we have lost many good team players and experienced staff.”
@sarahleeyoga
• Toxic work environment • Mandatory log in hours • Chaos • No leadership • No future
@sarahleeyoga
Our fire was our culture problems, but yours might be something different. Something that seems all consuming.
Here are things I learned fighting fire5
@sarahleeyoga
Don’t solve problems you don’t have
You’ve got enough to do…
1.
@sarahleeyoga
Bikeshedding
@sarahleeyoga
“the argument that organisations give disproportionate weight to trivial issues.”
- Parkinson’s law of triviality
@sarahleeyoga
Always ask:
• Why do people feel this is important? • Is this the most important thing we should be talking about? • Do we need to answer this question before we move on?
@sarahleeyoga
Become the Queen of Slack2.
@sarahleeyoga
Do: • Get constant input, and
proactively ask people how they feel
• Get to know people who will tell you exactly what’s going on.
Don’t: • Wait until it’s too late
@sarahleeyoga
Measure something, anything3.
@sarahleeyoga
Measure something, anything
@sarahleeyoga
Default to trust4.
@sarahleeyoga
@sarahleeyoga
34
36
38
40
42
July 15 Aug 24 Oct 15
Average hours logged in per week
@sarahleeyoga
Always, always focus on your team first and your customers second5.
@sarahleeyoga
@sarahleeyoga
3 months ago: Today:
Team NPS = 12
Customer Satisfaction = 86%
First Reply Time = 10.5 hrs
Team NPS = 24
Customer Satisfaction = 94%
First Reply Time = 2 hrs
…and 4 weddings are being planned
So where are we now?
@sarahleeyoga
1. Don’t solve problems you don’t have
2. Become the Queen of Slack (feedback)
3. Measure something, anything
4. Default to trust
5. The team always comes first
@sarahleeyoga
Thank you!
slides at learn.kayako.com/userconf2015