Departments » Technical Support » Support Processes

Typical Workday

Order of operations on a typical workday looks like this:

Start of day

Clock in (SwipeClock)

Open Outlook and check calendar for upcoming events

Open Salesforce and, if on chat duty, Intercom

Check and respond to waiting chats

Check voicemail – file into cases for follow-up if applicable

Check Outlook inbox – file into cases for follow-up if applicable

Check * Unassigned Cases in Salesforce – take yours

Scan through My Cases in Salesforce – look for misfiled cases, re-file if applicable

Start working through queue (see Responding to requests below)

SLA upkeep

At least 2 days a week, reserve at least 1 hour for sending progress updates to customers with aging cases

During this time you are considered "in a meeting" and are unavailable for non-urgent calls and questions

Focus on preventing the SLA numbers from going over our internal SLA goal – most notably Last Sent to Customer (days)

 

Use our internal SLA for how long a client should be allowed to wait (maximum) for an email update from support:

  • Emergency: 1 hour, then as agreed
  • First response: 2 business hours
  • Urgent or Elevated case: 1 business day
  • "Open" case: 3 business days
  • "Pending Internal Response" case: 1 week
  • "Pending Customer" case: 3 weeks

Short, vague responses are sufficient. See "Check-in messages / progress updates" below.

Check-in messages / progress updates

Template 1:

This is a quick update to let you know we are continuing to work on this request and will have another update for you as soon as we have progress or more information. We appreciate your patience and look forward to [resolving your request]

Replace [resolving your request] with, for example:

  • delivering a great design!
  • squashing this bug for good!
  • making your site run smoothly again!

Template 2:

I wanted to let you know we are still working on getting ______ for you. We'll send an update as soon as we have more information. Thank you!

End of day

Check * Unassigned Cases in Salesforce – take and respond to yours

Responding to requests

Response priority:

incoming call > chat > voicemail > case email

For calls and chats, respond first to emergencies or urgent issues, then those who waited longest.