@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