How Support functions at Sessions
The thing about startups, and as most people working at one would agree, is that you have to wear a lot of hats. Designation isn’t set in stone and that is evident from how the support team functions at Sessions. A team of former QA engineers handles all support concerns and their job is to filter issues, report bugs, identify problems, and take them to the dev team that then solves it. This is Level 2 support.
Level 1 support is for more simpler issues for which the team has created resources such as help articles, how-to guides, and video tutorials to promote self-help and make it easier for customers to find most of the solutions to their problems on their own. The support team’s tech stack includes Zendesk for ticketing, Jira for bug reporting, and Product Board for roadmap.
Where Threado AI fits in is for AI-based support within their Slack community. “On Slack, we are doing things differently, so, it’s not just “support” in the sense that we’re resolving tickets but more of a conversation. In order to make this possible, we keep the bot updated and teach it as much as possible to be able to resolve queries more accurately,” said Savian Boroancă, Head of Community at Sessions.
Having a community promotes conversations between customers which works in the favor of the team as, at times, customers help resolve each others’ concerns without needing any help from the support team. “Because we’re developing fast, sometimes we don’t have time to spend trying out new features, so, we end up not knowing the product as well as some of the customers might. This is where having nurtured a community works in our favor,” said Savian.