Support Driven Learns 2017 Survey Results
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Which of these would you be interested in learning?What’s the top skill you’d like to learn this year and how would it help you?What skill could your boss learn this year that might help you? How would it help?If you have people that report to you, what skill would you like them to learn and why?How do you describe your role?If you're willing to answer follow up questions, please share your email address
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1/3/2017 7:04:40Communicating (Speaking, Writing, Nonverbal, Storytelling), Leading (Motivating, Delegating, Building Trust, Mentoring), Owning Your Career (Managing Up, Building Your Network, Interviewing)I'd like to learn how to own my career as I'm just starting to look for a remote position.Self DevelopmentCommunicationTeam lead
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1/3/2017 7:07:19Measuring (Data Analysis, Reporting, Metrics), Leading (Motivating, Delegating, Building Trust, Mentoring), Improving Customer Experience (Strategies, Implementing, Tools), Scaling Support (Lessons learned, Documentation, Processes), Owning Your Career (Managing Up, Building Your Network, Interviewing)How to scale support in SaaSScaling a companyN/AHugger
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1/3/2017 7:07:25Communicating (Speaking, Writing, Nonverbal, Storytelling), Managing (Team Development, Budgeting, Coaching), Measuring (Data Analysis, Reporting, Metrics), Leading (Motivating, Delegating, Building Trust, Mentoring), Self Development (Tools, Time Management, Personal Productivity, Self Care), Doing Better Support (Tips and Tricks, Troubleshooting, Support Channels), Improving Customer Experience (Strategies, Implementing, Tools), Scaling Support (Lessons learned, Documentation, Processes), Owning Your Career (Managing Up, Building Your Network, Interviewing)This year I will be working of Self Promoting. It's been more than 14 years I'm into Support, and learned how to handle customers. This is the time to learn and come up self promotion - to let people know you!Learn more about Reporting, come up with some analytical skills to gauge what is happening. Giving more n more feedback to improve!To explore how others follow customer service, learn how to provide personalized support rather a formal one! That matters a lot.Technical Consultant (IC role)
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1/3/2017 7:28:52Managing (Team Development, Budgeting, Coaching), Self Development (Tools, Time Management, Personal Productivity, Self Care), Doing Better Support (Tips and Tricks, Troubleshooting, Support Channels)Doing Better SupportDoing better supportManager
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1/3/2017 7:30:46Communicating (Speaking, Writing, Nonverbal, Storytelling), Programming (Code, APIs, Debugging), Leading (Motivating, Delegating, Building Trust, Mentoring), Self Development (Tools, Time Management, Personal Productivity, Self Care), Doing Better Support (Tips and Tricks, Troubleshooting, Support Channels), Improving Customer Experience (Strategies, Implementing, Tools), Owning Your Career (Managing Up, Building Your Network, Interviewing)JavaScript would be the one hardskill. This would allow me to better support our more technical users. , Delegating would be my soft skill and would let me trust others and focus on what I do best and allowing others to do the same.The art of a good 1:1. They are new to the role and are growing in their management skills. 1:1's are huge and crucial for developing trust. Support Rep
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1/3/2017 7:31:24Measuring (Data Analysis, Reporting, Metrics), Leading (Motivating, Delegating, Building Trust, Mentoring), Self Development (Tools, Time Management, Personal Productivity, Self Care), Owning Your Career (Managing Up, Building Your Network, Interviewing)Measuring - I believe it would provide more opportunitiesFront line
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1/3/2017 7:36:25Communicating (Speaking, Writing, Nonverbal, Storytelling), Measuring (Data Analysis, Reporting, Metrics), Leading (Motivating, Delegating, Building Trust, Mentoring), Self Development (Tools, Time Management, Personal Productivity, Self Care), Improving Customer Experience (Strategies, Implementing, Tools), Scaling Support (Lessons learned, Documentation, Processes), Owning Your Career (Managing Up, Building Your Network, Interviewing)LeadershipScaling supportCommunicating since that's what I'm currently doing myself as my primary role. If they could alleviate some volume from my workload, that's a major skill to have. Team lead
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1/3/2017 7:38:46Communicating (Speaking, Writing, Nonverbal, Storytelling), Managing (Team Development, Budgeting, Coaching), Programming (Code, APIs, Debugging), Measuring (Data Analysis, Reporting, Metrics), Leading (Motivating, Delegating, Building Trust, Mentoring), Owning Your Career (Managing Up, Building Your Network, Interviewing)Leadership! This can take many forms. But I'd like to one day be qualified to apply for a management position in support. At my current job there is only me, so there's no team to gain experience managing. I need to learn those skills somehow, somewhere. Reporting. The rest of the company is curious about what support does and they want to see numbers that mean something to them. (There is one person not in my department who fills in for me occasionally, who I trained). Consistency. There are canned replies and documentation galore to provide information to create consistency in responses from different agents. But they aren't utilized very much. Front line
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1/3/2017 7:40:46Communicating (Speaking, Writing, Nonverbal, Storytelling), Managing (Team Development, Budgeting, Coaching), Measuring (Data Analysis, Reporting, Metrics), Leading (Motivating, Delegating, Building Trust, Mentoring), Scaling Support (Lessons learned, Documentation, Processes)managing - I'm about to start hiring a team and I want to get ready to ensure their successfocus. I think he's interested in all of the above, but as his only support/success employee thus far, and as someone who doesn't anticipate his team-to-be having a lot of bandwidth, picking some goals to focus on for more than 5 minutes, and allocating time to achieve them would be the biggest help to me.My biggest imaginary (I have no team yet) concern self-sufficience - ability to figure out what to do without explicit management. This is probably a little bit from all of the categories listed, but especially doing better support/improving customer experience.Team lead
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1/3/2017 7:53:38Managing (Team Development, Budgeting, Coaching), Programming (Code, APIs, Debugging), Measuring (Data Analysis, Reporting, Metrics), Leading (Motivating, Delegating, Building Trust, Mentoring), Self Development (Tools, Time Management, Personal Productivity, Self Care), Doing Better Support (Tips and Tricks, Troubleshooting, Support Channels), Improving Customer Experience (Strategies, Implementing, Tools), Scaling Support (Lessons learned, Documentation, Processes), Owning Your Career (Managing Up, Building Your Network, Interviewing)Managing: I have a couple of team members that I'd like some ideas on how to support; I don't have experience of budgeting in a professional setting and I feel it would be good for my career to develop in this area. Better communication to provide more transparency of business goals. Communicating (Speaking, Writing, Nonverbal, Storytelling)Manager
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1/4/2017 8:39:40Communicating (Speaking, Writing, Nonverbal, Storytelling), Managing (Team Development, Budgeting, Coaching), Measuring (Data Analysis, Reporting, Metrics), Owning Your Career (Managing Up, Building Your Network, Interviewing)SQL - all of our support data lives in a SQL database and not knowing SQL means not being able to play with the data :(SQL :)Team lead
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1/4/2017 8:40:04Programming (Code, APIs, Debugging), Doing Better Support (Tips and Tricks, Troubleshooting, Support Channels)Linux System Administration - It's the core of my job and way over my head most days.How to onboard and train new employees more effectivelyFront line
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1/4/2017 8:40:55Communicating (Speaking, Writing, Nonverbal, Storytelling), Programming (Code, APIs, Debugging), Self Development (Tools, Time Management, Personal Productivity, Self Care), Doing Better Support (Tips and Tricks, Troubleshooting, Support Channels), Improving Customer Experience (Strategies, Implementing, Tools), Scaling Support (Lessons learned, Documentation, Processes), Owning Your Career (Managing Up, Building Your Network, Interviewing)Owning my career (without becoming a manager, which I'm not interested in)I'd like him to have a better idea what growth looks like for my role. Is that a skill?Front line
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1/4/2017 8:41:53Managing (Team Development, Budgeting, Coaching), Leading (Motivating, Delegating, Building Trust, Mentoring), Self Development (Tools, Time Management, Personal Productivity, Self Care), Doing Better Support (Tips and Tricks, Troubleshooting, Support Channels), Improving Customer Experience (Strategies, Implementing, Tools), Owning Your Career (Managing Up, Building Your Network, Interviewing)I'd like to learn how to take control of my own career in support and build a path for myself.My boss could learn how to better communicate expectations and goals. It would help give me some clarity about where we're going, and how we plan to get there!Front line
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1/4/2017 8:42:03Managing (Team Development, Budgeting, Coaching), Leading (Motivating, Delegating, Building Trust, Mentoring), Self Development (Tools, Time Management, Personal Productivity, Self Care), Doing Better Support (Tips and Tricks, Troubleshooting, Support Channels), Improving Customer Experience (Strategies, Implementing, Tools), Scaling Support (Lessons learned, Documentation, Processes)I'd like to learn how to contribute more to my company strategically. Take the next step from managing tactically to directing strategically and level-up my career.My boss is great. I honestly don't need him to learn a thing.I'd like them to open up communication even more. Tell each other when they don't know what to do and they need help. Tell me when they have an emergency that they're not sure how to handle. Identify hot issues and communicate them more quickly. More open communication overall.Director
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1/4/2017 8:44:23Communicating (Speaking, Writing, Nonverbal, Storytelling), Leading (Motivating, Delegating, Building Trust, Mentoring), Improving Customer Experience (Strategies, Implementing, Tools), Scaling Support (Lessons learned, Documentation, Processes)How to scale a team wellTeam lead
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1/4/2017 8:45:07Measuring (Data Analysis, Reporting, Metrics), Self Development (Tools, Time Management, Personal Productivity, Self Care), Doing Better Support (Tips and Tricks, Troubleshooting, Support Channels), Scaling Support (Lessons learned, Documentation, Processes)Scaling support! We're a small team, and I would love to learn best practices on how to grow our team, etc.Managing/team development -- it would definitely help me... haha.Front line
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1/4/2017 8:45:08Doing Better Support (Tips and Tricks, Troubleshooting, Support Channels), Scaling Support (Lessons learned, Documentation, Processes)improving efficiency of platform monitoringResponding to emails ;-)Learn that they need to drive their own development. + how to use google apps and AWS.Director
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1/4/2017 8:46:55Managing (Team Development, Budgeting, Coaching), Leading (Motivating, Delegating, Building Trust, Mentoring), Doing Better Support (Tips and Tricks, Troubleshooting, Support Channels), Improving Customer Experience (Strategies, Implementing, Tools)Improving customer experience; if I develop certain skills (VOC process, customer journey-mapping, etc.) it will help grow my career.Taking ownership of their careersTeam lead
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1/4/2017 8:47:54Measuring (Data Analysis, Reporting, Metrics), Improving Customer Experience (Strategies, Implementing, Tools), Owning Your Career (Managing Up, Building Your Network, Interviewing)Measuring - data analysis and metrics are my weak point, but would definitely help to better identify weak and strong points in the support organizationThe importance of self-service to the customer experienceSelf Development -- being more responsible for their career and self careDirector
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1/4/2017 8:52:49Programming (Code, APIs, Debugging), Leading (Motivating, Delegating, Building Trust, Mentoring), Self Development (Tools, Time Management, Personal Productivity, Self Care), Doing Better Support (Tips and Tricks, Troubleshooting, Support Channels), Owning Your Career (Managing Up, Building Your Network, Interviewing)Bridging the Support-Engineering gap to be able to dive deeper into the troubleshooting process from both the support and engineering side of things.They could learn now to direct my career. I have an inexperienced manager who does not really know which options are available and how to get me to where I want to be.Back line
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1/4/2017 8:57:56Communicating (Speaking, Writing, Nonverbal, Storytelling), Self Development (Tools, Time Management, Personal Productivity, Self Care), Doing Better Support (Tips and Tricks, Troubleshooting, Support Channels), Improving Customer Experience (Strategies, Implementing, Tools), Scaling Support (Lessons learned, Documentation, Processes)Scaling support from nothingOne man team, growing department
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1/4/2017 8:58:23Leading (Motivating, Delegating, Building Trust, Mentoring), Doing Better Support (Tips and Tricks, Troubleshooting, Support Channels), Scaling Support (Lessons learned, Documentation, Processes)documentation-notably setting up a documentation regime that is easy for other stakeholders to upkeepManager
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1/4/2017 8:58:55Scaling Support (Lessons learned, Documentation, Processes)Setting up appropriate processes, procedures, SLAs & KPIs for a small support team while being prepared to scale quicklyHead of Customer Success
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1/4/2017 9:02:28Programming (Code, APIs, Debugging)Scaling automationHow to pay me moreFront line
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1/4/2017 9:03:20Managing (Team Development, Budgeting, Coaching), Improving Customer Experience (Strategies, Implementing, Tools), Scaling Support (Lessons learned, Documentation, Processes)how to scale support and deflect support volumeManager
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1/4/2017 9:03:59Communicating (Speaking, Writing, Nonverbal, Storytelling), Programming (Code, APIs, Debugging), Measuring (Data Analysis, Reporting, Metrics), Self Development (Tools, Time Management, Personal Productivity, Self Care), Doing Better Support (Tips and Tricks, Troubleshooting, Support Channels), Improving Customer Experience (Strategies, Implementing, Tools)Communication, I think. At a personal level I'm tempted to answer code, but working on a remote team with a different support voice, comms are going to be key.Delegation :)Front line
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1/4/2017 9:12:43Programming (Code, APIs, Debugging), Measuring (Data Analysis, Reporting, Metrics), Self Development (Tools, Time Management, Personal Productivity, Self Care), Improving Customer Experience (Strategies, Implementing, Tools), Owning Your Career (Managing Up, Building Your Network, Interviewing)Measuring + Programming. I'm trying to "pivot" my career and I know I need to be more comfortable around data and "tech stuff" in order to do it. I want them to start thinking more about the overall customer experience and owning their careers. We as support are closed off from the rest of the company (relatively) and I want to encourage my team to break those barriers, speak up and own their place in the company. Team lead
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1/4/2017 9:18:35Communicating (Speaking, Writing, Nonverbal, Storytelling), Programming (Code, APIs, Debugging), Measuring (Data Analysis, Reporting, Metrics), Leading (Motivating, Delegating, Building Trust, Mentoring), Doing Better Support (Tips and Tricks, Troubleshooting, Support Channels), Improving Customer Experience (Strategies, Implementing, Tools)Coding - I have a real block here that it would be great to break throughMentoringStrategies for improving customer experience. I want them thinking more holistically and proactively.Manager
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1/4/2017 9:26:06Programming (Code, APIs, Debugging), Measuring (Data Analysis, Reporting, Metrics), Doing Better Support (Tips and Tricks, Troubleshooting, Support Channels), Improving Customer Experience (Strategies, Implementing, Tools), Scaling Support (Lessons learned, Documentation, Processes)Scaling support, because we're growing!Measuring - would enable us to see impact of work more clearly. Team lead
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1/4/2017 10:04:22Managing (Team Development, Budgeting, Coaching), Scaling Support (Lessons learned, Documentation, Processes), Owning Your Career (Managing Up, Building Your Network, Interviewing)Quantitative/ Reporting / StrategyManager
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1/4/2017 10:12:20Programming (Code, APIs, Debugging), Measuring (Data Analysis, Reporting, Metrics), Self Development (Tools, Time Management, Personal Productivity, Self Care), Doing Better Support (Tips and Tricks, Troubleshooting, Support Channels), Owning Your Career (Managing Up, Building Your Network, Interviewing)Programming automations and tools for the team's repetitious tasks to improve productivity.How to leverage and add to resources offered to them.Front line
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1/4/2017 10:28:25Communicating (Speaking, Writing, Nonverbal, Storytelling), Managing (Team Development, Budgeting, Coaching), Programming (Code, APIs, Debugging), Measuring (Data Analysis, Reporting, Metrics), Leading (Motivating, Delegating, Building Trust, Mentoring), Self Development (Tools, Time Management, Personal Productivity, Self Care), Doing Better Support (Tips and Tricks, Troubleshooting, Support Channels), Improving Customer Experience (Strategies, Implementing, Tools), Scaling Support (Lessons learned, Documentation, Processes)1) Prioritizing (learning when/how to say "no") 2) Tips for decoding customer questions 3) Becoming more familiar with support metrics/reporting.

Would help with... 1) Time management 2) Providing a better customer experience 3) I know virtually nothing about metrics so would like to learn more/why they're important
Delegation, Giving FeedbackN/AFont line/Lead with 1 other person
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1/4/2017 11:11:14Measuring (Data Analysis, Reporting, Metrics), Doing Better Support (Tips and Tricks, Troubleshooting, Support Channels), Improving Customer Experience (Strategies, Implementing, Tools)integration and management of digital support channels/solutions - especially chatbotsservice product design researcher
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1/4/2017 13:06:35Communicating (Speaking, Writing, Nonverbal, Storytelling), Managing (Team Development, Budgeting, Coaching), Programming (Code, APIs, Debugging), Leading (Motivating, Delegating, Building Trust, Mentoring), Owning Your Career (Managing Up, Building Your Network, Interviewing)Leading and coaching other people on my teamBetter ability to teach other people about product researchProduct research, in-depth product troubleshootingFront line
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1/4/2017 19:32:46Managing (Team Development, Budgeting, Coaching), Leading (Motivating, Delegating, Building Trust, Mentoring), Improving Customer Experience (Strategies, Implementing, Tools), Scaling Support (Lessons learned, Documentation, Processes)Building relationships. Because you can't simply do your job and expect that to do everything for you...you need to create and strengthen relationships because we're a team.Give better constructive criticism. I know where I stand (I think I do a great job), but to give more "I would have done it like this..." is always helpful.To continue to aspire to do more. To push the boundaries and strive to make an even bigger difference—to blow out my expectations.Director
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1/5/2017 0:22:44Communicating (Speaking, Writing, Nonverbal, Storytelling), Leading (Motivating, Delegating, Building Trust, Mentoring), Self Development (Tools, Time Management, Personal Productivity, Self Care), Doing Better Support (Tips and Tricks, Troubleshooting, Support Channels), Improving Customer Experience (Strategies, Implementing, Tools), Scaling Support (Lessons learned, Documentation, Processes), Owning Your Career (Managing Up, Building Your Network, Interviewing)Get disciplined about bug tracking/reporting and also getting the machine of knowledge base and onboarding for our customers rolling on.Front line
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1/5/2017 12:30:25Programming (Code, APIs, Debugging), Self Development (Tools, Time Management, Personal Productivity, Self Care), Scaling Support (Lessons learned, Documentation, Processes)self developmentFront line
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1/5/2017 16:45:39Programming (Code, APIs, Debugging), Measuring (Data Analysis, Reporting, Metrics), Self Development (Tools, Time Management, Personal Productivity, Self Care), Improving Customer Experience (Strategies, Implementing, Tools), Scaling Support (Lessons learned, Documentation, Processes), Owning Your Career (Managing Up, Building Your Network, Interviewing)Data Analysis- specifically making data driven decisions- I want to use data to find what help center articles need to be written, and where customers experience the greatest amount of friction.Independent Contributor + Project Lead
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1/5/2017 16:52:14Measuring (Data Analysis, Reporting, Metrics), Improving Customer Experience (Strategies, Implementing, Tools), Scaling Support (Lessons learned, Documentation, Processes)Data AnalysisDirector
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1/7/2017 7:43:40Communicating (Speaking, Writing, Nonverbal, Storytelling), Programming (Code, APIs, Debugging), Improving Customer Experience (Strategies, Implementing, Tools), Owning Your Career (Managing Up, Building Your Network, Interviewing)Programming, because I'd like to be able to handle weird, technical tickets, and be able to help with debuggingFront line
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1/7/2017 8:43:48Programming (Code, APIs, Debugging)Coding. More product involvement Manager
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1/7/2017 9:06:40Managing (Team Development, Budgeting, Coaching), Measuring (Data Analysis, Reporting, Metrics), Leading (Motivating, Delegating, Building Trust, Mentoring), Self Development (Tools, Time Management, Personal Productivity, Self Care), Improving Customer Experience (Strategies, Implementing, Tools)How to keep inbox-focused team members motivated without daily coachingStrategies for thinking about support as revenue-generatingManagement: coaching your team members and thinking bigDirector
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1/7/2017 9:38:12Communicating (Speaking, Writing, Nonverbal, Storytelling), Managing (Team Development, Budgeting, Coaching), Measuring (Data Analysis, Reporting, Metrics), Leading (Motivating, Delegating, Building Trust, Mentoring), Doing Better Support (Tips and Tricks, Troubleshooting, Support Channels), Improving Customer Experience (Strategies, Implementing, Tools), Scaling Support (Lessons learned, Documentation, Processes)Scaling SupportGreater communication. Deeper empathy for their peers and our customers. I believe it's the core of what will make our team excel. Director
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1/7/2017 10:07:05Communicating (Speaking, Writing, Nonverbal, Storytelling), Managing (Team Development, Budgeting, Coaching), Measuring (Data Analysis, Reporting, Metrics), Leading (Motivating, Delegating, Building Trust, Mentoring), Improving Customer Experience (Strategies, Implementing, Tools), Scaling Support (Lessons learned, Documentation, Processes), Owning Your Career (Managing Up, Building Your Network, Interviewing)Manage a growing team. The team is growing every day :)Team lead
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1/7/2017 11:48:22Managing (Team Development, Budgeting, Coaching), Programming (Code, APIs, Debugging), Improving Customer Experience (Strategies, Implementing, Tools)I would really like to invest in learning JavaScript deeply (at a junior dev level or higher). Right now, it would help me to have a better technical understanding of our product and write better bug reports. In the future, it would help me to advance my career.There's a tricky jump between "I know a little bit about code" to "I could be a full-time developer." Navigating that jump is hard. I'm not sure there's any particular skill my boss could learn that would help. The main "skill" is just carving out enough time to work on it and pushing through the difficult points.I would love for everyone on my team to focus on self-development tools (personal productivity hacks) and owning their career. These are two areas I'm particularly passionate about, and I think for career longevity, they make progress much easier. If a teammate knows themselves well enough to understand where they want to head, what their weak points are, and where they excel, it becomes much easier to lead them.Team lead
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1/7/2017 12:36:41Managing (Team Development, Budgeting, Coaching), Programming (Code, APIs, Debugging), Scaling Support (Lessons learned, Documentation, Processes), Owning Your Career (Managing Up, Building Your Network, Interviewing)programming. Our team needs more support engineers.Front line
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1/7/2017 16:04:43Measuring (Data Analysis, Reporting, Metrics), Doing Better Support (Tips and Tricks, Troubleshooting, Support Channels), Improving Customer Experience (Strategies, Implementing, Tools), Scaling Support (Lessons learned, Documentation, Processes)Effective support strategiesBetter ways to oversee what is going onSmooth ways to get into a consistent processDirector
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1/7/2017 17:35:59Communicating (Speaking, Writing, Nonverbal, Storytelling), Managing (Team Development, Budgeting, Coaching), Programming (Code, APIs, Debugging), Measuring (Data Analysis, Reporting, Metrics), Leading (Motivating, Delegating, Building Trust, Mentoring), Self Development (Tools, Time Management, Personal Productivity, Self Care), Doing Better Support (Tips and Tricks, Troubleshooting, Support Channels), Improving Customer Experience (Strategies, Implementing, Tools), Scaling Support (Lessons learned, Documentation, Processes), Owning Your Career (Managing Up, Building Your Network, Interviewing)Better project management and reporting project results upwards to C-suiteBetter management and prioritization of team needsDoing Better Support and Scaling UpManager
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1/7/2017 19:40:23Leading (Motivating, Delegating, Building Trust, Mentoring), Self Development (Tools, Time Management, Personal Productivity, Self Care), Doing Better Support (Tips and Tricks, Troubleshooting, Support Channels), Owning Your Career (Managing Up, Building Your Network, Interviewing)Staying motivated and inspired amidst monotony and/or negative reviews/morale. Identifying individuals' strength and implementing them meaningfully. This would help because it would show the whole team a more holistic view of the importance of the team members and remind everyone of their utility. Sustainable practices. Proper document sharing and more efficient communication strategies. Front line
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1/8/2017 5:09:59Communicating (Speaking, Writing, Nonverbal, Storytelling), Managing (Team Development, Budgeting, Coaching), Measuring (Data Analysis, Reporting, Metrics), Leading (Motivating, Delegating, Building Trust, Mentoring), Self Development (Tools, Time Management, Personal Productivity, Self Care), Doing Better Support (Tips and Tricks, Troubleshooting, Support Channels), Improving Customer Experience (Strategies, Implementing, Tools), Scaling Support (Lessons learned, Documentation, Processes)Scaling Support (Lessons learned, Documentation, Processes): Work flows and process improvementsMeasuring -- better metrics CommunicatingManager
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1/8/2017 13:31:20Managing (Team Development, Budgeting, Coaching), Leading (Motivating, Delegating, Building Trust, Mentoring), Owning Your Career (Managing Up, Building Your Network, Interviewing)interviewingFront line
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1/8/2017 14:58:37Communicating (Speaking, Writing, Nonverbal, Storytelling), Managing (Team Development, Budgeting, Coaching), Programming (Code, APIs, Debugging), Doing Better Support (Tips and Tricks, Troubleshooting, Support Channels), Improving Customer Experience (Strategies, Implementing, Tools), Scaling Support (Lessons learned, Documentation, Processes), Owning Your Career (Managing Up, Building Your Network, Interviewing).Front line
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1/8/2017 15:03:29Communicating (Speaking, Writing, Nonverbal, Storytelling), Measuring (Data Analysis, Reporting, Metrics), Owning Your Career (Managing Up, Building Your Network, Interviewing)Staying balanced and not burning out.Developing employee growth tracksN/aFront line
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1/8/2017 17:11:27Managing (Team Development, Budgeting, Coaching), Doing Better Support (Tips and Tricks, Troubleshooting, Support Channels), Improving Customer Experience (Strategies, Implementing, Tools), Scaling Support (Lessons learned, Documentation, Processes)I'd like to learn how to build a world-class onboarding program and KB for both our clients (A) and my team (B).

(A) This will help me, because I don't feel we're (I'm) doing a good enough job at this right now. This results in questions coming through to our Support inbox that results in more support tickets, but also (and more importantly) a less-than-amazing experience for our clients, largely because it pulls them away from what it is that they need to be able to do, and causes them delays.

(B) As a young start up, all of our time and love is spent on client development. This means that as employees, we are never really 'onboarded' with our company. People join, we show them the basics, but we don't educate them on company culture / the ins and outs of every aspect of our company etc.

This means that new hires are left to fend for themselves and are only shown how to do the core functions of their own roles. When we can provide an amazing onboarding experience for new hires - that covers everything from culture, to their core responsibilities along with everyone else's (even if it's not relevant to their role) then I believe this will help us build a stronger, more supportive environment for our team.
Onboarding. Right now, our CEO believes that the pop-up onboarding messages that you can click through, are awful, are annoying and don't provide value.

Personally, I don't know if he is right - or wrong - but I do know that our current 'onboarding' method (which is an Intercom IM with a short, generic video) is definitely not providing value (I know this because of all of the questions I receive).

There are A LOT of features/tools in our portal, it's not suitable to have a single message or single video, but because my CEO doesn't believe in the multi-in-app-message approach, I'm not sure what to do.
I report to the entire team on a weekly basis - I'd really love them to understand Support and overall Customer Success and what it takes to help ensure all of our clients have a great experience and continue to find value in our product.Director
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1/9/2017 1:04:07Doing Better Support (Tips and Tricks, Troubleshooting, Support Channels), Improving Customer Experience (Strategies, Implementing, Tools)Customer experience strategiesManager
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1/9/2017 3:26:48Communicating (Speaking, Writing, Nonverbal, Storytelling), Managing (Team Development, Budgeting, Coaching), Programming (Code, APIs, Debugging), Measuring (Data Analysis, Reporting, Metrics), Leading (Motivating, Delegating, Building Trust, Mentoring), Self Development (Tools, Time Management, Personal Productivity, Self Care), Doing Better Support (Tips and Tricks, Troubleshooting, Support Channels), Improving Customer Experience (Strategies, Implementing, Tools), Scaling Support (Lessons learned, Documentation, Processes), Owning Your Career (Managing Up, Building Your Network, Interviewing)Organisation tools - at a start up there's an awful lot of trial and error and I'm solely responsible for the efficiency of my team, it would be great to get some ideas of what could help streamline daily duties across all team membersHow to reply to my emails within the week - there's a lot of 'second class syndrome' going round in support and I'd like for my team to know we're JUST as important as the other teams in the company, which is hard when sometimes my issues aren't addressed or prioritised for a whileI'm NEVER too busy to help/answer questions, I've said it 1000 times, they just don't seem to believe itManager
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1/9/2017 7:11:24Communicating (Speaking, Writing, Nonverbal, Storytelling), Measuring (Data Analysis, Reporting, Metrics), Self Development (Tools, Time Management, Personal Productivity, Self Care), Doing Better Support (Tips and Tricks, Troubleshooting, Support Channels), Improving Customer Experience (Strategies, Implementing, Tools), Scaling Support (Lessons learned, Documentation, Processes)Building support materials to shore up our passive support resources.Great question, I have no idea!At the moment, all 4.
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1/9/2017 7:16:56Managing (Team Development, Budgeting, Coaching), Doing Better Support (Tips and Tricks, Troubleshooting, Support Channels), Scaling Support (Lessons learned, Documentation, Processes)How to better plan and communicate clear project requirementsHow to give better feedbackTeam lead
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1/9/2017 7:23:00Managing (Team Development, Budgeting, Coaching), Programming (Code, APIs, Debugging), Leading (Motivating, Delegating, Building Trust, Mentoring), Improving Customer Experience (Strategies, Implementing, Tools), Owning Your Career (Managing Up, Building Your Network, Interviewing)Owning Your Career skills - I get a lot of satisfaction from work itself and I don't put much though into self-promotion or where I want to be in the future.The importance and value of regular communication in a fast moving startup.Team lead
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1/9/2017 7:29:38Managing (Team Development, Budgeting, Coaching), Measuring (Data Analysis, Reporting, Metrics), Leading (Motivating, Delegating, Building Trust, Mentoring), Doing Better Support (Tips and Tricks, Troubleshooting, Support Channels), Improving Customer Experience (Strategies, Implementing, Tools), Scaling Support (Lessons learned, Documentation, Processes)Improving customer experience, as our small company is set for major growth this year, I want to make sure the customer remains the focus of our support team.Providing the necessary resources to improve Support team. This would save me from spending hours and hours of research time, to prove my point on why a new tool is needed.I would like my team to learn the value of ownership in their positions. It is easy for them to respond to a ticket and click solved then go home at the end of the day, but if they can understand the impact they can have by checking in with a customer, or taking steps on their own to learn a new skill for the department, it would free up my time as well as make them care more about the department.Director
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1/9/2017 7:39:10Communicating (Speaking, Writing, Nonverbal, Storytelling), Managing (Team Development, Budgeting, Coaching), Leading (Motivating, Delegating, Building Trust, Mentoring), Self Development (Tools, Time Management, Personal Productivity, Self Care), Doing Better Support (Tips and Tricks, Troubleshooting, Support Channels), Improving Customer Experience (Strategies, Implementing, Tools), Scaling Support (Lessons learned, Documentation, Processes), Owning Your Career (Managing Up, Building Your Network, Interviewing)LeadershipCommunicationDirector
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1/9/2017 11:40:55Programming (Code, APIs, Debugging), Measuring (Data Analysis, Reporting, Metrics), Self Development (Tools, Time Management, Personal Productivity, Self Care), Doing Better Support (Tips and Tricks, Troubleshooting, Support Channels), Improving Customer Experience (Strategies, Implementing, Tools), Owning Your Career (Managing Up, Building Your Network, Interviewing)Better time management--so I can handle all my regular responsibilities well while taking on new, exploratory projectsContent Manager--Independent Collaborator
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1/9/2017 13:56:20Managing (Team Development, Budgeting, Coaching), Measuring (Data Analysis, Reporting, Metrics), Leading (Motivating, Delegating, Building Trust, Mentoring), Scaling Support (Lessons learned, Documentation, Processes)How to help my team grow—specifically how to help them become leaders, and take more ownership, determine how they want to grow professionally and then facilitate them growing in those areas, and how to step back and let them handle things more. To be the person I can vent to, express frustration to. Too often they jump into fix it or just tell me what to do without really listening. More than anything I just need an outlet for some things (since there is no one on my team I can talk through these things with).Not just doing the obvious task before them—taking initiative to do the thing not specifically specified because they see it needs to be done, and it's part of doing a job really well.Manager
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1/9/2017 17:15:03Communicating (Speaking, Writing, Nonverbal, Storytelling), Self Development (Tools, Time Management, Personal Productivity, Self Care), Doing Better Support (Tips and Tricks, Troubleshooting, Support Channels)how to better advocate for support (to get the voice of the user out) and for me (to be better seen and heard within the company-to be given the chance to do more than be in the queue)how to offer assistance without sounding condescending-I would feel supported instead of talked down to if I'm struggling.Front line
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1/9/2017 19:22:00Programming (Code, APIs, Debugging), Measuring (Data Analysis, Reporting, Metrics), Self Development (Tools, Time Management, Personal Productivity, Self Care), Scaling Support (Lessons learned, Documentation, Processes)I'd like to improve my technical skills, along the lines of the programming response above. I think these skills would help me to more effectively manage my increasingly technical team. I wouldn't mind if my boss picked up some of those same technical skills. I want them to learn to communicate orally and in writing. Nothing is more fundamental to good support. Team lead
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1/10/2017 3:34:42Programming (Code, APIs, Debugging), Doing Better Support (Tips and Tricks, Troubleshooting, Support Channels), Improving Customer Experience (Strategies, Implementing, Tools), Scaling Support (Lessons learned, Documentation, Processes), Owning Your Career (Managing Up, Building Your Network, Interviewing)I would like to get better at handling the occasional super-difficult customer.Front line
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1/10/2017 10:23:11Managing (Team Development, Budgeting, Coaching), Programming (Code, APIs, Debugging), Measuring (Data Analysis, Reporting, Metrics), Leading (Motivating, Delegating, Building Trust, Mentoring), Self Development (Tools, Time Management, Personal Productivity, Self Care), Improving Customer Experience (Strategies, Implementing, Tools), Scaling Support (Lessons learned, Documentation, Processes), Owning Your Career (Managing Up, Building Your Network, Interviewing)Scaling support, this is a new piece of my JDFront line
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1/10/2017 17:55:09Communicating (Speaking, Writing, Nonverbal, Storytelling), Programming (Code, APIs, Debugging), Self Development (Tools, Time Management, Personal Productivity, Self Care), Owning Your Career (Managing Up, Building Your Network, Interviewing)Speaking and writing so I can share my knowledge and expand my network. I would also love to improve my programming skills so I can work more closely with product teams.Front line
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1/11/2017 9:02:15Communicating (Speaking, Writing, Nonverbal, Storytelling), Leading (Motivating, Delegating, Building Trust, Mentoring)Delegating across a team is TOUGH (think self-sacrificers vs. not), would love to hear how others handle. See above answerHow to communicate their needs in a positive, constructive way. Front line
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1/11/2017 11:36:40Managing (Team Development, Budgeting, Coaching), Leading (Motivating, Delegating, Building Trust, Mentoring), Improving Customer Experience (Strategies, Implementing, Tools), Scaling Support (Lessons learned, Documentation, Processes)scaling support to handle all the new customers/volumnDoing better support - always provide something useful in the conversationManager
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1/11/2017 12:11:10Communicating (Speaking, Writing, Nonverbal, Storytelling), Managing (Team Development, Budgeting, Coaching), Leading (Motivating, Delegating, Building Trust, Mentoring)Developing teammates so they grow, feel valued and stay!Feedback feedback feedbackFull circle communication - sharing what they've learned with peers and leaders.Manager
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1/11/2017 14:43:08Communicating (Speaking, Writing, Nonverbal, Storytelling), Managing (Team Development, Budgeting, Coaching), Leading (Motivating, Delegating, Building Trust, Mentoring), Self Development (Tools, Time Management, Personal Productivity, Self Care), Improving Customer Experience (Strategies, Implementing, Tools), Scaling Support (Lessons learned, Documentation, Processes), Owning Your Career (Managing Up, Building Your Network, Interviewing)Confident communication about my team performance and my team effortsProactive management, success comes from proactive, not creative work, so strategic thinking is good, but it needs to be put into behaviour so the boss can be a role modelOwnership not only to help but to lead the customerTeam lead
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1/11/2017 14:46:43Programming (Code, APIs, Debugging), Self Development (Tools, Time Management, Personal Productivity, Self Care), Doing Better Support (Tips and Tricks, Troubleshooting, Support Channels), Owning Your Career (Managing Up, Building Your Network, Interviewing)Definitely more programming- help with understanding the plumber my of the product I supportFront line
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1/11/2017 15:45:01Managing (Team Development, Budgeting, Coaching), Leading (Motivating, Delegating, Building Trust, Mentoring), Self Development (Tools, Time Management, Personal Productivity, Self Care), Improving Customer Experience (Strategies, Implementing, Tools), Scaling Support (Lessons learned, Documentation, Processes)How to grow an excellent, empowered team. This will help me move away from answering tickets and be able to think more strategically about where our customer experience is headed.Director
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1/11/2017 15:56:16Communicating (Speaking, Writing, Nonverbal, Storytelling), Managing (Team Development, Budgeting, Coaching), Measuring (Data Analysis, Reporting, Metrics), Scaling Support (Lessons learned, Documentation, Processes), Owning Your Career (Managing Up, Building Your Network, Interviewing)Public Speaking. I have a slightly more visible role now, and with that comes sharing the story of our team and the impact it has on our customers. I hate public speaking though, primarily because it makes me incredibly nervous. More nuanced/ responsive mentoring: when to empower me to make decisions and just act as support; when to provide neutral guidance (and when it's just mansplaining); and providing me with peer mentors when I repeatedly ask for them. To take more initiative: if there is something you want to do, thoroughly research it, go through the pros and cons, and put together a proposal. This applies to big and small, and eliminates the hand holding that happens when people come to me with "well what about maybe this but I don't know bc I didn't actually look into it or think it through?"Director
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1/17/2017 0:12:11Managing (Team Development, Budgeting, Coaching), Leading (Motivating, Delegating, Building Trust, Mentoring), Doing Better Support (Tips and Tricks, Troubleshooting, Support Channels), Improving Customer Experience (Strategies, Implementing, Tools), Scaling Support (Lessons learned, Documentation, Processes), Owning Your Career (Managing Up, Building Your Network, Interviewing)Managing a support teamDirector
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1/17/2017 10:21:19Managing (Team Development, Budgeting, Coaching), Self Development (Tools, Time Management, Personal Productivity, Self Care), Doing Better Support (Tips and Tricks, Troubleshooting, Support Channels), Improving Customer Experience (Strategies, Implementing, Tools), Scaling Support (Lessons learned, Documentation, Processes)scaling: documentation. Help improve our support docs for users and my ability to be clear and concise.Front line
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1/17/2017 11:50:26Managing (Team Development, Budgeting, Coaching), Programming (Code, APIs, Debugging), Leading (Motivating, Delegating, Building Trust, Mentoring), Self Development (Tools, Time Management, Personal Productivity, Self Care), Scaling Support (Lessons learned, Documentation, Processes), Owning Your Career (Managing Up, Building Your Network, Interviewing)I would like to learn how to better manage my team. I need to learn how to have systems in place as the team grows so that I can rely on my team to work independently without needing to step in myself. This would help me focus on our policy, best practice, etc instead of doing the front line work and putting that stuff on the back burner.Manager
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1/18/2017 14:06:53Managing (Team Development, Budgeting, Coaching), Programming (Code, APIs, Debugging), Leading (Motivating, Delegating, Building Trust, Mentoring), Self Development (Tools, Time Management, Personal Productivity, Self Care), Doing Better Support (Tips and Tricks, Troubleshooting, Support Channels), Owning Your Career (Managing Up, Building Your Network, Interviewing)Bringing teams together, there is a little bit of a rivalry on my teams I would like to squash. Bringing teams together, lol. Front line
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1/18/2017 23:51:09Managing (Team Development, Budgeting, Coaching), Leading (Motivating, Delegating, Building Trust, Mentoring), Self Development (Tools, Time Management, Personal Productivity, Self Care), Scaling Support (Lessons learned, Documentation, Processes), Owning Your Career (Managing Up, Building Your Network, Interviewing)Managing. It would help me free up some resources or use them more efficiently, so we could in turn focus on more important things.Communicating, granted that it would boost their EQ.Better, faster support. Scaling is also essential, as we keep growing.Manager
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1/19/2017 7:40:35Measuring (Data Analysis, Reporting, Metrics), Self Development (Tools, Time Management, Personal Productivity, Self Care), Doing Better Support (Tips and Tricks, Troubleshooting, Support Channels), Improving Customer Experience (Strategies, Implementing, Tools), Scaling Support (Lessons learned, Documentation, Processes), Owning Your Career (Managing Up, Building Your Network, Interviewing)Scaling Support (Lessons learned, Documentation, Processes)Team lead
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1/19/2017 8:57:24Managing (Team Development, Budgeting, Coaching), Measuring (Data Analysis, Reporting, Metrics), Leading (Motivating, Delegating, Building Trust, Mentoring), Self Development (Tools, Time Management, Personal Productivity, Self Care), Doing Better Support (Tips and Tricks, Troubleshooting, Support Channels), Improving Customer Experience (Strategies, Implementing, Tools)Providing effective support with a small team and small customer base. Every resource out there is about scaling, or supporting thousands of customersManager
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1/19/2017 11:49:08Measuring (Data Analysis, Reporting, Metrics), Improving Customer Experience (Strategies, Implementing, Tools), Scaling Support (Lessons learned, Documentation, Processes), Owning Your Career (Managing Up, Building Your Network, Interviewing)MeasuringTeam managementowning their careerManager
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1/19/2017 12:40:14Communicating (Speaking, Writing, Nonverbal, Storytelling), Managing (Team Development, Budgeting, Coaching), Measuring (Data Analysis, Reporting, Metrics), Leading (Motivating, Delegating, Building Trust, Mentoring), Self Development (Tools, Time Management, Personal Productivity, Self Care), Doing Better Support (Tips and Tricks, Troubleshooting, Support Channels), Improving Customer Experience (Strategies, Implementing, Tools), Scaling Support (Lessons learned, Documentation, Processes), Owning Your Career (Managing Up, Building Your Network, Interviewing)I would like to learn more about story telling and public speaking.Not sure.I'd like them to gain confidence in their decisions and help them grow professionally.Director
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1/24/2017 12:09:56Programming (Code, APIs, Debugging), Measuring (Data Analysis, Reporting, Metrics), Leading (Motivating, Delegating, Building Trust, Mentoring), Self Development (Tools, Time Management, Personal Productivity, Self Care), Scaling Support (Lessons learned, Documentation, Processes), Owning Your Career (Managing Up, Building Your Network, Interviewing)Scaling, moving from large to small I want to help them in a way that is also in keeping with the product and the size of the companyManager
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