What we've learned while building Fullview

As we've been building Fullview 1.0, we've had the great opportunity to work alongside some of the leading SaaS companies and customer support experts.

We've talked to heads of CS from companies like Hopin, Xentral, Personio, Pleo, Payfit, and many more.

Through our conversations, we've learned a tremendous amount about what it takes to run an efficient CS operation.

However, we've also learned that there are some fundamental flaws in current methods of delivering CS that come across again and again.

Here are some of the running trends we've noticed:

Underinvested

Many CS teams, even at the bigger companies we speak with, are painfully small. Oftentimes 2-4 people will be running the show, with every person managing multiple lines at a time.

The pressure is on, and without proper tools and software, it becomes a major challenge to delivery efficient support to all users.

Many companies we spoke to voiced that one of their main concerns was scaling their support efforts as the user base grows, without actually hiring more people to deliver support.

This is where the proper tools will make a difference.

Inbound channels

Most customer's tend to raise issues either through inbound calls or emails.

Since customer support teams tend to be on the smaller side, and resources are more scarcely allocated to these teams, they struggle with managing a backlog of tickets and incoming calls/emails.

Another concern with this type of inbound messaging, is the fact that it becomes a very messy process when agents and users need to jump back and forth on email to schedule video chats in order to better understand the problem.

Ducktape solution

Every company we spoke to has created their own "custom solution" with a number of different tools. This often looks like a mix of LogRocket, Zoom calls, Hotjar, intercom, etc. etc.

Again and again, we receive complaints that most CS support tickets lead to lengthy and time consuming zoom calls, where the support agent has to explain step by step where to click and what to do on screen share.

More often than not, the users won't be technical people, which makes the process of finding console logs to send screenshots to developers especially frustrating.

It's awkward. It's messy. And it leaves the user feeling neglected.

Lack of context

Not having the proper tools to deliver good CS leaves a lot of context to be missed.

This is especially true when tickets are escalated to level 2 and 3, where CS agents and developers need to be able to look under the hood to identify what exactly is going on on the user's side.

Manual write-ups

This is pretty straightforward. Bug reports are written up manually, and there is no way to go back and view issues retroactively. It takes up a lot of time that could be spent on helping new users.

Mind the gap

Through our conversations, one thing has become painfully clear; there is a gap between CS and product teams, and it's not getting any smaller.

The reality is that 20% of tickets (level 2 and 3) are taking up 80% of support time. This is only exacerbated by the lack of proper tools available to address more complex cases.

We see the future of support as a perfect circle, where the gap between agents, developers, and in turn users, is non-existent.

Author

Daniel Bakh

Co-Founder / CEO

Contributor