Mission: Delight and educate customers as they navigate and experience The ShapeShift DAO.
Goals:
- Create and maintain a self-service helpdesk using Zendesk.
- Redesign current helpdesk (requires cross-DAO efforts).
- Provide a streamlined ticketing system that operates 7 days a week.
- Sustain a 48 hour first response time for all user inquiries (current first response times in centralized ShapeShift are < 8 hours, and we suspect this to remain with the current rate of tickets, but a spike in the markets or a particular feature of the platform could result in longer wait times). Most crypto companies respond within 72 hours, so our base of 48 hours will keep us competitive.
- Maintain a presence in Discord and other social channels to funnel all high-level support needs to the formal ticketing system.
- Increase total number of app reviews by targeting happy users.
- Data reporting on customer support interactions, satisfaction, feedback, and bug reports.
Success Metrics:
- Weekly Productivity Goals for Customer Support Agents are met (targets will be established within first 30 days)
- Monthly Quality Assurance score >93%
- Monthly Customer Satisfaction Score >93%
- Helpdesk Content successfully running through the auditing process by January 30th.
- Monthly Customer Support Workstream calls held to review product changes, support protocol changes, and quality assurance awards.
- 5+ app or Trust Pilot reviews each month.
Budget: https://docs.google.com/spreadsheets/d/1tnsJfzk6yt-cD4b4N1k-FrEmmEBUKZbRBJy8bi4dEbs/edit#gid=0
Staffing:
Workstream Leader - 1 @cryptohmeg
Data & Quality Assurance Manager- 1 @ssmarc
- JD: https://docs.google.com/document/d/15PLDzNMwaHHKc-CSHCssNKWV9yskMry8LEMBXpaAdfs/edit
- The DQA Manager manages all things productivity and performance with the support staff. Reports of agent and team performance as well as a detailed report of support data will be delivered weekly to the DAO community (see below for a sample of our QA system) - more specifically to the product and growth workstreams to ensure further understanding of the user experience. Monthly meetings will be held with the entire support staff to review scores, train on product changes, and discuss common roadblocks. At the monthly meeting “Chua Awards” will be issued to recognize top performers.
This role should be seen as the “glue” that holds the staff together.
This role is also on the “leadership team” of Customer Support.
Helpdesk Manager- 1 @mogie
- JD: https://docs.google.com/document/d/1QwcMGzApZvqajegzZ_Pi-PRYXbVlzWMSjzW1ecuYmRg/edit
- The helpdesk manager creates and oversees the creation, editing, and auditing process of our helpdesk content. This role will be a newer role for the team. In the past ShapeShift has relied more heavily on the ticketing queue, but in the spirit of decentralization we’d like to leverage our robust self-service helpdesk to educate our users. This cost-saving step will continue to pay back dividends over time as we phase down our reliance on real time staff for tickets and lean more on self-service articles.
- The role may also require the occasional contracting of writers for How-To product articles.
This role is also on the “leadership team” of Customer Support.
Support Staff Managers- 2 @ss-jules & @donna
- JD: https://docs.google.com/document/d/1OTr0TF17JiBaV1qo882UjelNqEjXW0UGbLNhW1Slea8/edit
- To ensure quality support and training are provided to all support agents, we will need trainers and managers for teams of agents. Donna and Julius have been support team coaches for over a year and thrive in the 1:1 coaching environment. The challenge for them will be the constant training on new products, but if you’ve met or worked with either of them, you’ll notice their thirst to dive deep into topics.
- Their first set of goals will be revamping the current training materials to ensure speedy onboarding with new support staff when needed and doing a refresher course with the current batch of agents.
This role is also on the “leadership team” of Customer Support.
Support Agents - 7
- JD: https://docs.google.com/document/d/1Uh4tm7uwZtGLMXLtVUVQKfR79dMHMOC_qOoGkk7PWI0/edit
- This role will be a traditional agent role. While the helpdesk is extremely important, there is no getting around that we need humans to assist with wonky hardware wallet and defi issues. We have a team in the Philippines that we have been working with for several years that are fantastic and take pride in their work!
- Having 7 agents allows for all 3 shifts to be covered, 7 days a week and sufficient coverage if agents take sick time or vacation. Although running this lean may lead to 1-2 shifts a week being short, this should not compromise overall SLAs much.
- If agents are cut in the middle of a proposal timeframe, the cost to employ these team members will be rolled over to the next proposal’s funding needs.
- Some agents may move to part time if needed. This will be announced in the Support Workstream forum and any additional funding that is not used to pay the contractor will be rolled over to the next round of funding.
Vote:
"Yes" to fund the Customer Support workstream 209,520 USD for 4 months and support 12 full-time FOXes in delighting our customers..
"No" if you do not want to fund the Customer Support workstream 209,520 USD for 4 months and support 12 full-time FOXes in delighting our customers.
