Customer Love Profiles

Hello! 👋🏻

This card’s purpose is to walk through Success users on how to request a Support Profile for their customers, its benefits and which content should we include and explore on them!

The Love Profiles will be included in our new Sigma for Premium Accounts - it needs to be in Edit mode for now.

Benefits

• Provide unique support based on each customer’s profile and particularities. This is a unique "feature" of Chili Piper Support that other companies don't provide 😄
  
• Knowing each customer’s particularities will give us the possibility to better attend to their needs and, consequently, have them even more happy and pleased with our support.
  
• Improve customer experience and retention.
  
• If primary/backup contacts are not around by any reason and anything is needed (tickets, calls…), any other team member should be able to easily access the support profiles, facilitating and improving the support response and experience.

Which content should the Support Profiles have?

In the “Benefits” session above, we mentioned about particularities, so let’s drill down a bit about which matters we should consider to build the support profiles:

• Common use-cases and processes
  
• Pointing the customer’s most common use-cases and processes will help us to understand what they’re trying to achieve when a ticket is raised or a call is requested, for example. This way, Support and Success will start troubleshooting or will join a call more prepared, helping to speed-up the resolution and avoiding extra questions (obviously, it’s ok to ask questions, don’t get me wrong! 😄)
  
  
• Best Practices
  
• Listing the best practices on how to deal with the customer should improve the overall support and customer experience. When mentioning ‘best practices’, we can list some examples:
  
• Customer requires constant updates: even though some solutions are complex and involve other teams, keeping the customer updated helps them to know that you’re doing your best to resolve their issues.
  
• Customer prefers to have as much evidence as possible during a troubleshooting: FullStory recordings, screenshots, logs, etc…
  
• Customer would like to have an ETA: even though we mostly don’t work with explicit ETAs, we can try to provide the next Canary release if the customer has a bug and it’s located in this environment, for example.
  
• Customer prefers to have a call: some customers prefer to deal with issues over a call and not a ticket.

• "Don'ts"
• Listing some words or statements we should avoid is also a good approach! For example:
  
• Don’t confirm the product has a bug until it’s raised and reviewed with Engineering Team.
  
• Avoid using certain words or statements that might have them not happy with the provided customer experience.
  
  

How to Create a Profile?

So, now that you’re aware of which content the Support Profiles should have and their benefits/purpose, it’s time to think about creating some, right? 😄

The Support Profile will be created as a Guru Card by the Customer Love Team. Please reach out to Jorge Ferreira Filho (@jorge) with the customer’s requirements (even a small summary is enough) and Jorge will be more than happy to create for you!

The examples provided above are just to illustrate how can the Support Profiles can be explored. Of course, there are other examples we can deal and include in the profiles - we’ll be happy to hear any feedback to improve this card with more!

Note: If Jorge is OOO, Henrique Girardi can be reached.

This article will be constantly reviewed and updated as soon as we have more particularities to be included here!

Thanks for your attention!

How to link the new Profile?

After creating your new Support Profile and following the process to add the customer as a premium account here - Premium Support - Customers x Engineers account mapping - you can go to Sigma and edit Premium Accounts - edition mode

Make sure you are on the Settings tab:

Find the Account and add it under Love Profile.