Startup Roundtable Episode 5 Recap: All-Hands Support With Olark
At some companies, everyone takes a turn on customer support. It’s called all-hands support, and it’s one of the best things we’ve done building a business here at StatusPage.
All-hands support means everyone — from the CEO to the engineers the newest junior employees — take turns answering questions for customers.
A lot of companies like us practice all-hands. For a small, growing company, it’s the kind of thing you start doing out of necessity and keep around after your team grows.
For this month’s edition of Startup Roundtable, we were joined by Cat Le, Head of Support at Olark. Not only does Olark practice all-hands support, they build a live chat tool that companies like us use to talk to our customers.
Here’s the video recording of the talk.
Here are a few thoughts Cat shared in the talk.
On Different Ways Of Setting Up All-Hands Support
In the case of Olark, we have every single person on the team, from the CEO down, on live chat. This can be quite different in terms of how other companies have defined their own all-hands support. We have it recurring every single month. Other companies might do it, for example, when it’s all hands on deck, like there’s down time or something where everyone needs to chip in.
On Seeing Customers As People, Not Statistics
When you’re actually on chat and you have to talk to those people who got booted off, it feels very real. It’s no longer just a number.
On What Happens When Engineers Get Into Support
Internal tools get magically better when your team that’s building them is using the same tools as the support team.
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