- Wrike provides a SaaS platform work management — project management and collaboration
- Customers are small business to enterprise level. 20K+ across 130 countries. Freemium model
- 60+ people in support team across Eastern Europe. Two tiered support. Majority in Tier-1. Support Ops and Documentation team part of overall support team as well
- Several thousand tickets per month across email, web, live chat (paid customers only) and phone
- Incoming cases — 10-15% product issues. Rest how-to cases
- Support tool stack: Zendesk, Guru (internal knowledge), Wrike (task management)
- Friction points in Support: Integration of different customer facing systems e.g., last conversation with CSM, sales conversations etc.,
- Priority for coming year - Premium support for enterprise customers / Self-service to all (agent chat is available to certain customers only today
- Metrics — First Response Time (FRT), Time to Resolution, Quality of response (Customer Effort Score). Used to measure CSAT earlier — response rate was good but lacked in meaningful insights
- Things to note — Support is not outsourced, opportunities for horizontal growth for support engineers
- Books — Effortless Experience (Matthew Dickson, Nick Toman), Radical Candor (Kim Scott), Why its so hard to be fair (HBR).
