At Avo we distribute customer support responsibilities within the team. The main goals of our support workflows are:

• Bringing the the team closer to our customers and increasing the empathy towards our users, by feeling their pain points day-to-day
• Make sure that our customers feel heard by having their support requests acknowledged promptly without the same person or the entire team having to be on their toes at all times
• Give our customers expert advice, directly from the relevant experts themselves

How does the first responder workflow work?

• There is one person responsible for acknowledging support requests at all times, answering what they can and creating support tickets in Asana for everything, for future visibility and keeping a weekly overview of themes and learnings from our customer and prospect communications
• Role rotates from Monday to Monday
• Even though we have a first responder, anyone is welcome to jump into any support request – no matter who is on duty and who is at-mentioned in the support request

1. 🔥👀 WHEN YOUR WEEK STARTS (Monday morning) 👀🔥

1. Wait until last week’s first responder assigns you to the "Who's on duty this week task" to add visibility for the rest of the Avo team.

2. Go into Intercom messenger settings and adjust your availability

   

3. Turn on notifications for Slack and Intercom: Make sure you have the Intercom and Slack mobile apps installed and turn notifications on (but make sure to have do not disturb on your phone when you sleep)

   • Intercom: Turn all notifications on
   • Slack: Make sure you're in the #support channel as well as all customer-specific Slack channels and turn on "Notify about all messages"

4. Meet last week’s first responder for a handover, where you’ll go through the outstanding tasks and clean up the “First Responder Log” Asana portfolio. At the point of FR switch the First Responder New and First Responder Resurfaced projects should only contain things not added to the previous first responder’s log Asana ticket

5. Subscribe to all updates in the First Responder Log Asana portfolio: in the First Responder New, the First Responder Resurfaced and the First Responder Logs projects.

6. Change the assignee of automated Asana tasks created from Intercom tickets in Zapier to yourself

2. 👉👉 DURING YOUR WEEK 👈👈

1. First responding is your top priority: During your first responder week, being the first responder over-ranks all your other responsibilities. This does not only apply to replying to customers and making sure we don’t drop any balls, but also applies to opportunities you spot while first responding: a doc that can be written/improved, a bug that can be fixed, a paper-cut that can be removed, proactively reach out to product qualified leads to ask if we can help, etc. Allowing us to prioritize these things is important, because it improves our foundation, which hopefully will reduce the need for our customer’s to ask for support.
2. Acknowledge any customer reach outs on each of our communication platforms and resolve if you can (see examples below)
   • Shared slack channels
   • Private slack channels on community slack
   • Intercom
   • support@avo email
   • Canny