Optimising Customer Service for Scale
Welcome to yet another Ops Stories roundtable. Every now and then, we put our heads together to dive into an operational topic presented to us by one of our community members. The format is simple and informal - we start with quick intros, the host presents the topic and shares a couple of questions, and then we discuss.
▼ ▼ ▼
This time, the topic is brought and conversation facilitated by Mike Strange, Director of Operations at Just Eat for Business (formerly City Pantry). We’ll be talking about how to optimise customer service for scale.
▲ ▲ ▲
Scaling customer-service - not from a mass-hiring POV, but from an optimisation angle.
This roundtable will be an in-depth discussion for insights, ideas, and learnings, on what you’ve come up against when optimising CS. We’re talking channel optimisation, increasing self-serve and troubleshooting, triaging and help portals, phone IVRs, and chatbots, just to name a few.
🤔 Some questions we’ll be tackling:
What metrics might you look to influence when thinking about scaling?
How do you direct customers toward particular channels and why?
How might you create customer journeys where customers can get the answers and support they need without having to speak with a team member?
Do you use a help-portal and how have you made it most effective?
What are your experiences with chatbots and other automated customer support softwares?
5:00 - 5:05 pm - "arrive" online
5:05 - 5:15 pm - kicking off with topic introduction
5:15 - 6:00 pm - discussion in small groups
6:00 - 6:30 pm - regroup and align on session outputs
See you soon! ❤️