Create a small group of volunteers who will perform discovery calls and document the experience
Proposal
Create a short term group of support team members who would be willing to be pulled in to a case in order to lead a discovery type call to unblock a support case where the end user may be insisting on a call or is having trouble collecting the necessary information asynchronously.
The scope of these calls should be exploratory in nature and be setup with the expectation that the engineer who joins will not necessarily have background or skills necessary to solve the issue but will collect useful information, reset expectations, and work with the case assignee to progress it async once the call has concluded.
The trial group participant should use this issue to document successes/failures and where calls tend to break down.
DRI
James Lopes will act as the DRI for this issue.
Required Resources
- Volunteers to lead customer calls
Current volunteers and their region:
Agent Name | Agent Region |
---|---|
@lyle | AMER |
@JamesRLopes | AMER |
@jfarmiloe | APAC (east) |
@emchang | APAC (West) |
Your Name Here | EMEA/AMER/APAC |
Potential Roadblocks/Things to consider
- There is potential that users may not understand the scope is limited in these calls and may expect a resolution
- The use of a macro or short copy/paste summary may be helpful to communicate expectations in the case prior to engaging on the call
- Team members may misuse the trial group for calls that are not exploratory in nature or to simply get a team member on a call outside their region.
- The group should feel comfortable expressing that this is outside the purpose of the group trial and decline the call
Process in Action
- The group of volunteers will let it be known that they are open to joining calls for discovery/exploratory purposes
- A case assignee will reach out to the group in order to request a group member lead a call within their region.
- The group member will perform a cursory review of the case to ensure it is a good candidate for a discovery call before agreeing to join
- The case assignee should confirm the call with the end user and provide a one time calendly discovery call link provided by the group member
- If possible the case assignee should join the discovery call and be an active participant
- Once the call is concluded the team members should tag the case with
#STM_discovery_call
and provide a synopsis of the call in the case to the end user - The group member should report feedback on successes/failures to this issue as a new comment