Where to respond

On-call customer should always be conducted over email, from HelpScout.

• Do not conduct support conversations in your private inbox. Always send correspondences from HelpScout so they can be tracked.
• Some clients ask for a phone call. Phone calls should be a last resort, and only take place if absolutely necessary to resolve the issue. If it seems necessary, and you do not feel prepared to talk about an issue on a call, go to Slack #client-support and ask if someone on the engineering team is able to set up a call with the client.

When to Respond

We stand out from other industry tools by our timely and responsive customer support.

<aside> 🪐 If you are on-call, aim to respond to inbound requests as quickly as possible.

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When on-call, imagine you’re the designated campaign worker from Universe for that week.

• Would you get out of bed at 4am to work on tasks for a campaign you’re working on? Hopefully not!
• But would you jump online after dinner to make a quick fix, or wake up an hour early to get something done on a tight deadline? Probably yes!

Being on-call means being willing to get online outside of work hours to respond to clients and triage issues. Please monitor the inbox and attempt to respond quickly throughout the evening hours, but you don’t need to be up all night - just make sure to check the inbox first thing in the morning.

<aside> 🪐 If you are unable to respond right away, let your on-call partner know via slack so they can jump in to respond to the client and triage the issue.

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Resolution times and updates

When you are actively working on a solution for someone, it’s a best practice to reach out with an update at least every other day - even if there’s no movement, check in and let them know we haven’t forgotten about them. Something like, “Hi x! Thanks for your patience with this issue, Our team is working on it now and we’ll be back in touch shortly with an eta on the resolution. Thanks again!”