By Jayson Boyce
Nov 3, 2016
The support team at Jungle Disk is typically the first point of contact for a customer when they’ve encountered an issue with a backup or they’re inquiring about their business’ account in general. Today, I’d like to give you a bit of a closer look into the Jungle Disk support team’s day-to-day activities as well as how we’re able to efficiently and effectively provide high quality support to our customers while having a bit of fun at the same time.
A typical day in the life of the Jungle Disk support team has us resolving customer issues in the form of tickets, chats or phone interactions. We utilize several resources in order to provide support to our customers including Zendesk for our support ticketing system and Zendesk Chat (formally Zopim) as our chat system. We also utilize tools such as Slack for internal communication and several in-house built tools that allow us to gather general customer account information.
In the midst of troubleshooting and solving problems for customers on a daily basis, team members such as myself like to step in and keep the spirit of the team high and add a fun twist to it. I feel it is important to keep the morale of our team high as this enables us to work in a high energy and collaborative environment. We also have quarterly company outings that get the team out of the office and let everyone to get to know each other outside of work. For example, our latest outing was at The Great Room Escape. Team picture below. :)
As an article in Forbes.com says, “an organization that plays together stays together.” My personal approach to boosting the team morale is by making my teammates laugh. Through the use of Slack and talking to each other from our desks, we use various memes and light-hearted jokes to keep the team tackling problems with a smile.
If the resolution for a problem can potentially benefit our entire customer-base, we’ll typically place this information in a support article that is publicly available on our support forum. This will usually happen if we notice trends with certain issues or questions among customers. We also keep well documented internal wiki articles that outline back-end specifics that involve our internal tools and resources. This can help other support teams members solve a customer issues in a more timely fashion as someone else on the team has already cracked the code on the solution. The only time we do not make this information publicly available is if the situation is a one-off instance or we risk exposing a customer’s configuration. In that case, it will be personalized to cater to that customer’s needs.
The Jungle Disk support team aims to keep customer interactions as smooth and pleasant as possible. By utilizing our resources and having some light-hearted laughs while doing it, we feel we’re able to best serve our customers to come to a speedy resolution of their issues or questions. If you’d like to reach out to our support team for assistance, please do not hesitate to do so!