Support Consulting

Every organization needs a support team. It is my goal to spread my decades-long wealth of knowledge and experience to enable companies provide best-in-class support experiences to customers.

My philosophy about customer support

Traditionally, customer support has considered table stakes. It has been a cost center that was required to exist as a reactionary set of “firefighters.” It was often the last to receive investment while being the first line of defense for companies.

Today, support is an integral function of customer success and happiness. With a suite of tools, a well-trained team, properly defined processes, and measurable objectives, customer support can be as proactive as reactive.

Advantages of support

  • High-volume

    • No matter how many issues you solve, there will always be more.

    • Free information.

  • Real-time vs. cyclical

    • Customer raise tickets as they happen. There is no delay on their feelings. You don’t wait until a QBR to know when things go wrong.

  • Unfiltered and unprompted

    • Think of verbiage used in tickets. Think of verbiage used in negative online reviews. It is raw.

    • When people are upset, they speak clearly, to be heard.

    • Instead of just solving for complaints.

  • Captures interactions with a variety of stakeholders

    • All users of any platform of product is a potentially supported user, regardless of role.

  • Complements existing CS lessons and data

    • Support dovetails into all other customer-facing teams.

What does every organization need to support customers?

  • Team

    • Passionate, well-trained problem solvers who can balance empathy with solutions.

  • Tools

    • Ticket taking

    • Communication

    • Solutioning

    • Tracking

  • Processes

    • Communication and timing

    • Categorization of customers

    • Categorization of issues

    • Escalations

    • Cross-team collaboration

  • Measurements

    • KPIs

      • Measuring individual and team successes

    • SLAs

      • Customer-facing accountability

    • Capacity and bandwidth planning

    • Quality of Interaction

With 3 decades in support ranging from on-premise internal IT support to mom & pop consumer PC support to big box retail consumer support to corporate financial services support to active duty US Air Force mission systems support to current generation SaaS-based application support, my specialty is user enablement of all types of hardware and software.

This is achieved through:

  • User onboarding and training

  • Issue resolution

  • Knowledge repository

  • Trend analysis

  • Customer segmentation

  • Cross-team communication - re: customer health

My offering

My consultation offering focuses on 3 key areas of support teams: building, scaling, pivoting

It approaches this efforts in X distinct phases

  • Measuring success of current initiatives and and configuration

  • Planning for future state

  • Strategy and roadmap

  • Execution

Service Offering

Let’s take a minute to discuss the details

Support comes in all shapes and sizes. There’s no “one way” to build a best-in-class team. The same goes for how I can help your organization. For each project we can discuss static timelines vs a rolling plan. I can step in as an interim leader to do the build/remedy/pivot/scale or deliver assistance to boost a current leader’s efforts and efficacy. If you require operational work over strategy, I can execute on plans (configurations, tooling, JDs, etc) all transparently.

You know where you are. You may know exactly where you need to be or you may just know you need to improve client facing operations. Regardless of how you leave Point A and where Point B is or how you need to get there, we can create custom journeys to make it all happen.

Contact

Don’t make your customers wait a minute longer. Let’s make a plan today!

Contact me at:
jason.viglione@gmail.com
973-723-7733
Book time