:add-to-guru: If you used Guru for this past weekend for BFCM (support, internal scheduling, etc.), what's one tip you'd share to improve for next week?
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Black Friday/Cyber Monday isn't our busy time (most people try budgeting in January with the a New Year's resolution!) but one tip that I can share is to have a "crush the rush" board or section (depending on your structure) where your most common new questions and hot tips can live!
haha! i work in Support so we do a LOT of tickets as many people are out for some form of holiday during December. try to not plan big projects for that time of year. January is usually a bit quieter :slightlysmilingface:
Coolio, same with us too! Hey Guru folks @crojewski @chrisanderson , do y'all have a "busy season" and if so, how's that managed through Guru?
Our support spikes have coincided with product changes and releases in the past. Example: From Jan-Feb 2020, right after we released our Starter Edition, we saw a 35% spike in conversations compared to the prior two months. We typically anticipate these spikes and prepare through documenting any product changes thoroughly in Guru, including any anticipated questions and challenges customers may hit (and how to best navigate them), and making sure all customer-facing teams have reviewed and are comfortable. Our support team also takes the lead on documenting changes in our Help Center as well, for self-serve support and to easily share answers and guidance w/customers.
In terms of customer-facing team enablement, depending on the release, it's usually a mix of using Knowledge Alerts, team enablement trainings, and our support team is usually involved in the QA process (which informs internal/external documentation).
Typically, we see slight dips during the Christmas holiday since many of our B2C companies aren't making major changes to their KBs during this busier time.
In terms of customer-facing team enablement, depending on the release, it's usually a mix of using Knowledge Alerts, team enablement trainings, and our support team is usually involved in the QA process (which informs internal/external documentation).
Typically, we see slight dips during the Christmas holiday since many of our B2C companies aren't making major changes to their KBs during this busier time.
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