Early this week, we created a checklist for crafting your support channel strategy. Today, we share some stories from the field. In this video, we talk to friends of Assembled — Nick Martin from Harry's, Shelton Wirth from Daily Harvest, and Adrien Seldon from Stripe — to hear how they've navigated the rollout of new support channels and what they've learned from past experiences.
Among other things, they'll talk through:
- How to launch a new support channel
- How to expand beyond email support
- How to staff social media
Video:
Highlights
(0:00) Defining channel strategy principles
(0:42) Lessons from a channel launch that was rolled back
(2:36) Stripe adds chat support to email support
(5:05) Hacks to improve case routing for realtime channels
(7:15) Daily Harvest launches SMS and inbound phone support
(10:09) Managing social media in support
