-
Notifications
You must be signed in to change notification settings - Fork 400
New issue
Have a question about this project? Sign up for a free GitHub account to open an issue and contact its maintainers and the community.
By clicking “Sign up for GitHub”, you agree to our terms of service and privacy statement. We’ll occasionally send you account related emails.
Already on GitHub? Sign in to your account
Improving customer support on PostHog.com #5690
Comments
7 tasks
13 tasks
Sign up for free
to join this conversation on GitHub.
Already have an account?
Sign in to comment
We have a lot of ways customers can contact us to get help - it might even lean on the side of too many options.
Ideally we want the community to be self-sustaining, meaning customers can help support each other – hence the push to get customers to ask questions at posthog.com/questions rather than creating support tickets.
We've seen solid adoption with customers asking questions, though we don't see resolutions to every question. There are multiple factors involved:
I'm personally taking on improving the support experience, both for our customers and for our team.
My personal 3-step plan for customer support success lies as follows:
This is largely what this thread is about
This involves tools like Sidecar that help improve a Support Hero's experience, no matter where they're engaging a customer
Not in scope here, but my ultimate game plan...
Nailing Squeak!
We now have a project board that roughly stack ranks and categorizes things that can be improved in the question asking/answering experience. If we nail this experience, it should ultimately lead to better engagement, especially with the PostHog core team, meaning customers will get answers faster, thus improving the cycle.
The Website & Docs team will be spending
this quarterthe foreseeable future largely nailing the experience of using Squeak!. We'll be using this project board to track our progress and priorities.Note: Not every item in the board is a bonafide issue, but there is a lot of detail I've added to drafts (items in gray).
I've only assigned items where I know who's already working on/planning to work on them. Once something is either on the to-do list for the week, or in progress, please update the board to either To-do or In progress and assign accordingly. If an item is a draft, feel free to convert into an issue if you want to reference in sprint planning.
The text was updated successfully, but these errors were encountered: