🥅 Goal
The goal of this process is to ensure a smooth transition from our onboarding team to the support team and make sure the customer has a nice experience. Also we want to ensure they don’t deflect back to the onboarding team if there are any issues that arises.
The Go Live: Onboarding hand over support intro call is also the client’s first introduction to support. This is an opportunity to set expectations and create good habits in the client moving forward for contacting support, creating support tickets and researching support issues. This should be a short informational call and not a troubleshooting session
The entire Go Live process consists of three phases;
Initial Scheduling of Go Live Call with client
Go Live call (To be conducted via Zoom or Google Meetings)
Post Phone Call Follow Up
Initial Scheduling of Go Live Call with client:
This part of the process needs to be fleshed out and refined, (ie. What will the handover from onboarding to support look like? Will support be involved in final hand over call? How will onboarding provide important information to support agents? What will process of scheduling the go live call with client look like? Setting up calendar invite, etc…)
Go Live Call:
Quick Introduction of the Support Team
“Hello my name is XXXX. I am a member of our Support Team here at Pipe17. I appreciate you taking the time to speak with me. This should be a short call and is more a chance for us to introduce ourselves and provide you information. I want to make sure you have the resources you need to successfully resolve any issues you may run into”
Purpose and objective of “Introduction”:
This is the first chance we have to impress the client. We want to be warm and friendly but we also want to maintain good call control. Using phrases like “This is going to be a quick informational call..” helps to set that expectation right off the bat. Try not to cut off the client if they are speaking but also don’t let them bombard you with support questions or how tos. If they begin to ask a lot of questions use something like “Those are all great questions and I want to make sure and point you in the right direction, but I also want to make sure we utilize this time we have. I have a lot of information to give you so let's hold off on those for just a minute..” We also recommend asking the client if you can record your video session. This is a resource you can include in your follow up email to the client that they can refer back to.
Middle of Call: Go over the support portal, knowledge base, status page and some basic functionality of the systems
“Let's start off by making sure you can get to a few key important websites. These websites are going to be your number one go to sites for information regarding any issues. If you can't navigate to these right now, don’t worry, I am going to be following up this phone call with an email detailing everything we talked about but I want to make you aware of these sites now.”
Purpose and objective of “Middle Call”
This is the portion of the call that we give the bulk of information. It can be information overload if we try and force the client to navigate to these places right now. Asking them at the start of the “Middle Call” if they have the ability to navigate to these sites now helps to set the tone of the rest of the call, but always reassure the client that “I know this is a lot of information but don't worry I am going to follow up this phone call with an email detailing all the things we have talked about” This would be where we provide the client with the knowledge base, support portal and status page URLs if they have never been to these pages and encourage them to bookmark them.
Go over SLAs of the support team and set expectations and good habits
“One of the major things we ask is that you please do your best to utilize the help resources (support portal and knowledge base) to find an answer before contacting support. Of course don't hesitate to raise a support ticket if needed and we will be happy to help. When raising a support ticket we ask that you provide all specifics when possible. (i.e. Sales order numbers, screenshots, timestamps) The more detailed you are the better we can investigate the issue and minimize the amount of back and forth. Don’t ever feel like you are giving too much.”
Wrap Up:
“You can reach us here at support from X:XX AM PST - X:XX PM PST”
“Question, do you have a Pipe17 administrator on your side? Someone who will be your point person for dealing with Pipe17? The reason I ask is that we find it is very helpful if there is one person who reaches out to Pipe17 and then feeds information back to you and your team. This really just helps to ensure your team is using resources effectively and also helps to cut down on the amount of duplicate support tickets that are created…Thank you again for taking this time to speak with me today. I hope all this information was helpful. Keep an eye out for my follow up email and we look forward to working with you.”
Purpose and objective of “Wrap Up”
This portion of the phone call should be used to again, set expectations, provide support information (ie. How to contact support. What time support is available, etc..) and address any questions or concerns the client may have.
Post Phone Call Follow Up:
This portion of the involves the support agent returning to his ZD ticket and utilizing “Go Live Follow Up” macro in a public reply, that would essentially recap the Go Live call. Again providing the aforementioned urls (support portal, knowledge base and status page) and all support details,(ie. hours of operation) as well as attaching a copy of the record session for the client to refer back to. We would then set the ZD ticket to solved.