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Episode Info

Episode Info:

"Single pane of glass for simplistic support is missing"

  • Adam’s team is responsible for support operations 
  • Customers — Traditionally sold products to Service Providers but now sell to a lot of enterprises globally
  • Support Organization— Primary JTAC (Juniper Technical Assistance Center) — outsourced Level-1 support , Advanced TAC (Level-2/3 Support), Advanced Services, Resident Engineers, Named Engineer(s), Customer Care for administrative support, Customer Success (just starting). Teams are primarily global. Roughly 1200 people. Tier-1 /outsourced is roughly ~500.
  • Support Tech stack — Moving over to Salesforce ServiceCloud (ticketing, community). Search is Coveo. Believe in Buy (vs build). Mobile App is desired by missing
  • Incoming tickets — 75%+ over web, no email
  • Case deflection — Roughly 80% cases closed by Tier-1 
  • Self-service — current channels requires effort and time on part of customer. Single pane of glass for support is missing
  • Chatbots — Trying out Salesforce bot for transactional support (update on case, re-send welcome email letter for subscriptions etc.)
  • AI/ML — lot of technologies (including open source) out there. Planning to use chatbot for transactional queries.
  • Metrics — MTTR is #1 target. Efficiency for internal Support as well
  • Support has changed dramatically over years — people want answers and solutions lot faster. Support channel is now mobile
  • Resources — Customer Success by Nick Mehta, Start with Why by Simon Sinek, Look at More by Andy Stefanovich

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