Building Frontline Customer Support as a competitive differentiator

Customer Support that differentiates our EdTech solutions requires intentional strategy and investment, because differentiated customer support aligned with brand promise doesn’t just happen. It’s the outcome of leadership alignment, highly functioning service delivery capabilities, and organizational leadership that can recruit, engage and empower teams to deliver the right customer experiences. When these are aligned and work well together, they create enormous brand and customer chemistry.? As a customer support leader, chemistry that my team helps create directly drives our customer, product and business missions.

So how are we aligning and igniting these to create differentiated support?

Leadership

From the executive team to functional leaders and throughout our organization, we’re committed and investing in a connected future that enables every education leader, teacher, and student to thrive by providing innovative technology and best practices to power K-12 schools.? Across the product teams, platform operations, services and support, we’re aligned around the customer needs and experience to deliver product, services and support that work hand in hand.? New release readiness is a great example where these teams work together to deploy new feature sets with connected operations, knowledge and enablement, customer education, and agile support.?

Service delivery capabilities

Within support we’re investing in the people, processes and tools to deliver expertise and solutions effectively across the online, chat, email and phone channels our customers expect.? This year to date we’ve deployed innovations with operational playbooks, customer communities and service delivery efficiencies, with more to come around knowledge management and service personalization.

Engaging and empowering teams to deliver the right customer experiences

From our support workflows and customer journey architecture to collaboration across services, customer success, support, product and development, we’re building our teams to deliver personalized, effective and consistent support at scale.? Customers can meet and engage with our Support Dream Team engineers in our product communities, and internally we hold innovation roundtables and recognize those who go above and beyond for our customers or each other.?

In a world where Customer Support is a rich opportunity to strengthen customer relationships and reinforce our product value proposition every day, we’re working with our product and services peers to build the best possible customer experiences and deliver a connected future that enables every leader, teacher, and student to thrive. I'm super excited to be on this journey with my team and with Frontline!

About me: I am a results driven customer support leader, passionate about customer experience and customer support as core to the product value proposition, who builds and leads high performance support organizations for new products/channels, scales organizational capabilities for in-place teams, and innovates support strategy for growing products and companies. I love to talk shop- reach out!

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