What happens behind the scenes of Customer Support? Get to know more with ResQ Club’s CS team in today's blog article.

Our customer support team handles hundreds of partner and customer contacts on a weekly basis on our email and chat channels. In addition to reactive support, the team is responsible for maintaining and updating our Help Center articles. The work also has a lot of learning and analysing elements as we try to improve based on data.

Keeping in touch with our partners and customers - Customer Support Specialist Marika

The main tool that we work with is Intercom, where all the e-mails, chat messages and website’s help requests go to. During a typical day we answer around 70-130 individual customers. The topic of the messages varies a lot: someone might have problems with a certain payment method, the venue was closed when customer went to pick up their order, someone found a bug from the app, a partner forgot their password, or someone wants to know what the difference between “best before” and “use by” labels is on the products sold in ResQ.

We do have a phone support service for the partners but majority of our work is done by answering written help requests. This suits me well, I enjoy writing more than speaking, although there are many challenges in a written communication when you don’t hear the tone of the voice of the other or see any facial expressions. On the other hand it’s more efficient to write than to talk: we can ask more info about the issue (for example a photo or a screenshot) and customers can answer at the time that suits them best.

The best thing about our work is to make customers and partners happy with fast, fair and effective support. In addition to this, I personally have enjoyed the possibility to work remotely (even before COVID) to the fullest. The funniest place where I have attended our company meeting was in the middle of a frozen lake in Lapland, while ice-fishing and warming up on the campfire.

Developing and learning - Customer Support Specialist Suvi

Us customer supporters have taken part in several projects that attempt to develop and improve ResQ Club. One example is the recent project on bad reviews that I have been busy with. In this research project, I included bad reviews customers have given over a specific time course by voting orders with the sad face in the app (i.e. 😔). Thanks to this fun project I gained some experience in qualitative research!

The aim of the project is to improve the offering, customer support, and ResQ apps by asking customers for more details about their recent badly reviewed orders. In a nutshell, my task is to analyse the answers. I use different tools in the analysis, such as Google Sheets, and of course Intercom. This qualitative analysis includes coding or categorising by identifying different problems customers have faced. The bad experiences are tagged with reoccurring themes to evaluate the magnitude of each problem. For instance, we can make changes to specific offer templates if there are problems with the sellers’ offer descriptions. Hence, with the results of this project's analysis, we can make data-informed decisions to improve ResQ.

Personally, I enjoy the development tasks the most. I want to take part in tasks where I get to improve and make a change. It’s exciting to use my skills to help customers and help colleagues make decisions. In addition to taking part in both of the apps’ development, I am also eager to learn new skills and use new tools. Personal development certainly keeps the job interesting!

Keeping it all aligned in the team and inside the company - Customer Support Lead Heini

As Customer Support Lead, it’s my responsibility to make sure we have the right resources in place, lead the quality of our customer support and keep in touch with other teams inside the company, so that we know what’s happening in our different markets and vice versa. We follow quality and volume metrics among others, and usually my day starts with checking how our CSAT (Customer Satisfaction Score) or daily conversations volumes are developing. In addition, I keep an eye on how our daily and weekly sales numbers look like as they have a big impact on what kind of volumes we should be expecting in our support channels.

Beyond the daily work, my job is to prioritise customer support development projects and plan our future goals according to company strategy. We often have discussions with the tech and product teams as well as market teams to plan for any new openings - launching a new version of our apps or starting a new segment in one of our markets, to name some examples. As our team is in contact with both our partners and customers in all of our active markets, it’s important that we’re on top of things when someone needs help with using ResQ.

I joined ResQ Club about a year ago and it has been a super interesting journey! I’ve learned a lot about our platform and service, how our business works and what that means for leading purposeful customer support. We have an awesome team and the work never gets boring! In a small but growing company one gets to do a lot of different things and there are tons of opportunities to build a better future and learn a lot on the go.

If you are interested in hearing about future work opportunities with us, feel free join our Talents network here to get informed when we open our next round of job listings.