Measuring success with London Support Lab

Support Lab London and Akkroo

Customer Support has a fantastically strong online community. From the Support Driven Slack Channel, to The Customer Success Forum LinkedIn group. There is no shortage of useful content and discussions helping better support professionals around the globe.

Despite the strong online community, the offering in terms of useful events, meet-ups and networking opportunities are relatively limited in the UK.

Thankfully, SupportLab are starting to fill that gap. Last week the Akkroo support team (want to join us?) headed over to the HelloFresh event space (near Old Street) for the first evening with Support Lab.

A welcome opportunity to meet face-to-face, talk support best practice and gain insights into three hot topics covered during the panel sessions, I was fortunate enough to take part in the Allowing and Gauging Personal Growth panel, where we discussed career progression and how support professionals can go about improving our skills without neglecting customers.

The common thread of measuring success connected each of the panels with representatives from leading companies including Buffer, ProPad, Geckoboard, GoCardless and Pact Coffee, sharing their best practices and vision for the future.

In case you couldn’t make the event, we’ve summarised the key takeaways that resonated with our team:

Measuring performance

Is there one true metric that matters to support teams? Are they data-driven and, if so, what data matters? Which metrics do they track and how do they measure them?

  1. Support metrics should be the data to support your team goals and OKRs, but not the main driver for how your team works and operates.
  2. The metric(s) that matter to your support team should also align with the metrics that are important to your customers.

Allowing and gaging personal growth

How do support professionals go about developing teams and their own careers, while conquering the queue? There are always more tickets to answer and more customers to help so how do we get proactive about improving our skills and ourselves without dropping the ball on our customers?

  1. Whether your time is solely in the queue or split on other projects, you are in control of how that impacts your growth.
  2. Working closely with your direct manager to build a personal development skills map can unlock new opportunities outside of the support queue.

Selling the value of support

Getting an outsiders point of view. Talking to people outside of Support to ask them what data they’re looking for from their support teams. How do we share the information that matters to other teams and how can we go about getting that extra funding authorised when we need to hire?

  1. Company-wide support KPI visibility is an absolute must when looking to get all teams bought into the value of support.
  2. Support processes such as ticket tagging can provide essential customer insights and can go through several iterations to yield value for the product team.

In-between each panel there was some time to break, grab a beer and a slice of pizza. On top of the insights and ideas, the evening provided an opportunity to catch up with friends, make some new ones and turn online conversations into face-to-face chat.

On the subject of meetups, who is interested in talking support over a coffee at our new office early next year?

Count Me In