Hi! I'm Branny,

As the first line of defense, a Customer Support team can make or break the customer experience, satisfaction, and with that - your overall retention rate. It's as much about implementing a set of well-thought-out processes as it is about having agents who feel empowered to escalate the right problems and turn an unhappy customer into a 5-star review.

A pretty important function in the grand scale of things, right?Well, for how important they are - Support teams rarely get the time they need (and deserve) to establish an effective system, regularly improve processes and the knowledge base, and especially to work on self- development for each of the agents or people managers.

We get stuck in a cycle of responding to urgent tickets, putting out fires, and submitting feature requests to the product team. All very important tasks, but not ones that bring progress in the long run.

Bringing in a mentor helps create that space - there's someone who will be able to look at the full picture from the outside, help identify the areas that need the most attention, and have a tailored approach to each individual.

The best part is you don't have to wait for the end of the mentorship period to see the results! After every session, the mentee has a new set of questions, suggestions, and ideas to start implementing or develop further.

Package: Nudge / Steer / Drive
Duration: One quarter / Two quarters / Longer
Sessions: One per month / One per month / As needed
Financials: Get in touch