Effortless Experience Principles
Name some elements in the Kustomer UI that provide context.
Vendor ID, channel (chat, email, etc.), time/date, notes, etc.
How might the recency effect present itself in Support when dealing with customers?
If a customer has recently left positive or negative feedback, we may inflate that sentiment to extend to tickets beyond that review. The reality is that customers have good and bad days, and that Support is not at the mercy of the customer in our commitment to deliver exceptional service despite customer sentiment, because we have the best Support talent in the market.
"Kind regards" vs. "Regards" - explain the how a customer might perceive both.
"Kind regards", while more formal has an element of warmth as well as being respectful. It can only be taken (for the most part) in one way. "Regards", while less formal is more more neutral, but is missing the same warmth as "kind regards" and can be taken in different ways based on how the customer decides to read it at that moment in time. Provided the greeting of the message follows our principles, it should be possible to end on a positive tone almost every time; if the greeting is neutral or negative, this sign off will likely be taken only as negative.
Name three Slack channels where Support might be tagged to take ownership of an issue.
What should you do if a customer requests a call with Sales via email (with no other information included)?
You should first ask clarifying questions and state that the Support team will be able to help, but that in the event that we're unable then we'll do our best to connect the buyer with the appropriate team (this isn't always Sales, hence we keep it vague).
What is the implicit issue?
"Why has my domain been rejected even though my subdomain was already approved?"
The implicit issue is that logically, the customer would expect their main domain to be approved if their subdomain was already approved. Which raises the question, why was the subdomain approved?
What might you assume about the context of a message when receiving an email from a buyer?
That the buyer initiated the email. In some cases, the buyer has responded to a message from the customer, who has cc'd Support. In which case, it may not be appropriate to forward the buyer to Buyer Support.
Aside from positive replies, what other Effortless Experience principle implies positivity? Provide an example.
Customer advocacy. To advocate for someone is to believe in them, so by that logic you can convey positivity in your replies by demonstrating advocacy on the customer's behalf. In a professional setting, duty replaces personal belief, but it should be your personal belief to want to fulfill your duty.
Which tag can be used to ensure a ticket stays assigned to the same agent throughout the interaction?
The Persist2Me tag can be used when you want to ensure a ticket stays assigned to you, despite the conversation status or Kustomer workflows that effect the ticket.
Explain the difference between help@paddle.com and assist@paddle.com.
Emails to help@paddle.com will receive a response from our AI, whereas emails to assist@paddle.com while bypass this workflow. We should not publicise assist@paddle.com unless it pertains to a high tier customer, nor should we emphasise the differences between the two inboxes unless it is essential for setting expectations (i.e., a TAP customer threatens to churn).
Which Effortless Experience principle is a prerequisite to next issue avoidance?
Understanding context is necessary in order to determine what issues might arise in the future. If you do not understand context then one small mistake can snowball into something more complex.
In Slack, when is it not okay to message a teammate?
It's always okay to message a teammate, despite their Slack status. You should use their Slack status as indication of the response time or to determine the best time to schedule a message (e.g., if someone is sick, etc). This bias is called the false consensus effect: when you assume your behaviours and judgements are shared by others. You should follow our guidelines to avoid this bias.
When speaking with teammates and internal stakeholders about customer issues, when is positivity secondary?
When it is inefficient for addressing the issue at hand. An example includes where you are already familiar with the individual, it is not always productive to engage in repeated small talk or to share pleasantries where everyone involved is otherwise on the same page. You should use social spaces and opportunities (e.g., the start of a meeting) to catch up your interpersonal relationships so you extract all the benefits of working within a fast-paced and ambitious team environment. Note, this is not to suggest disregarding positivity entirely.
In Slack, what's the name of the feature which allows you to opt-in to updates in an ongoing thread?
Get notified about new replies.
Before asking Risk for their opinion on whether we can support a domain (excluding AI-related products) because you're unsure, what should you do?
Ask a teammate. As domain reviews are not wholly objective and there is a significant degree of subjectivity involved, we should lean on the experience of our teammates to determine whether a product can be supported before escalating to Risk. Risk is primarily involved in onboarding to finalise the research and actions taken by Support.
Provide an example of what you think a mid-effort experience would look like in the context of low and high effort. Think about existing Support processes.
An example of a mid-effort experience might look like the KYC processes, wherein the customer only needs to upload their ID to Onfido's streamlined and accessible platform. Whereas a high-effort experience might include the KYB process, where the customer is required to provide official company documents. Depending on the company, this could be time consuming (high-effort). Note, it's not possible to make all processes low-effort; sometimes mid-effort is the best we can get.
Which key aspect of Retrospectives and QA ensure minimal cognitive bias during reviews?
Anonymisation and objective guidelines for which to grade the individual on (as seen in the QA framework). It is important to communicate and recognise when feedback is personal (this should generally be shared in private) vs. objective.
Despite using positive language and demonstrating ownership, why might the domain approval process feel negative during a back and forth with the customer?
Because of the level of scrutiny and relative informality, customers may feel judged during the domain approval process, particularly in combination with the Effortless Experience principles and how personally we align ourselves with our customers. It's important to use clear, objective language, link to official documentation, and otherwise streamline the process (e.g., macros, clear AUPs, requirements, etc.) to be fair to all prospective customers.
What should you do if a customer leaves a negative survey?
Go to the #surveys channel, check if it was a ticket you worked on and whether yours was the last response. If yours was the last response, review the contents and determine whether the feedback is fair, or whether a follow up is required, then leave your findings in a note in the ticket or in Slack.
In August 2024, across L1 and L2, what was the average percentage of messages sent using a shortcut?
A. 91%
B. 72%
C. 64%
D. 82%
In August 2024 the average percentage of messages sent across L1 and L2 was 72%. In L1 the average was 73%, and in the L2 the average was 69%.
Considering the wider context, the team and company objectives for improved self-serve and cost reduction, name two reasons why Support should not leave buyers holding messages when forwarding to Buyer Support?
This affects the team’s KPIs because your ticket numbers are not accurate. We may need more staff to meet company goals, which could lead to overstaffing and higher costs later on. Similarly, this prevents the team and company meeting its self-serve objectives, in that we fail to capture the need for effective self-serve solutions because of inaccurate reporting.
Present an example of anchoring a positive message in the context of a late payout.
An example of positive anchoring in the context of a late payout might look like this:
"Hi X,
I can confirm that your payout has been sent and should be in your account within 3 days. I'm sorry for the delay you experienced.
This delay occurred because we require customers with payouts over a certain threshold to confirm their payout details, if they've recently updated their Payout Settings.
I appreciate this is not shown in the dashboard so you may not have been expecting our outreach, but what I can do is ensure your payout is sent on time by contacting you after your next payout is generated.
Would you find this helpful?
Kind regards,
X"
An example of negative anchoring in the context of a late payout might look like this:
"Hi X,
I'm sorry for the delay you experienced.
This delay occurred because we require customers with payouts over a certain threshold to confirm their payout details, if they've recently updated their Payout Settings.
I can confirm that your payout has been sent and should be in your account within 3 days.
I appreciate a message is not shown in the dashboard so you may not have been expecting our outreach, but what I can do is ensure your payout is sent on time by contacting you after your next payout is generated.
Would you find this helpful?
Kind regards,
X"
While frustrated, how should you address unreasonably negative, derogatory or inflammatory language from an unproductive customers?
If a customer is making it difficult to support them, step away from the ticket and take a break before returning, and speak to an immediate teammate to assess whether further responses would be helpful, or whether the use case should be escalated to the Team Leads Escalations (TLEs) queue.
Present a recent use case wherein you improved self-serve for customers and/or internal stakeholders, and explain how this relates to personal ownership.
Present a use case.
What does 'TAP' stand for in the context of customer tiering?
Targeted Account Programme.