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November 8, 2012

Pluralsight’s Customer Support Vision Becomes Reality


Starting October of last year, after seeing some pain points with our customer support, and listening to customer’s suggestions for improvement, Pluralsight decided to make some changes. After some research, we started by working with UserVoice, a customer service helpdesk provider. Our hope was that this would improve our customer’s experience and we would be able to serve our customers in a more consistent and timely manner.

Before starting with UserVoice our turn-around time was less than impressive and we found at times requests had inadvertently slipped through the cracks. We now have a way to gauge our response time, track every ticket and make sure our customers are taken care of.  With this helpdesk our support is more effective in every way.

After assessing our data for the last 12 months we have seen remarkable stats proving how our customer support is more effective and has improved immensely. We set some high goals for ourselves this year and so far, have reached every one.

For example, in January of this year we set a goal to answer 40% of our tickets received in under an hour for two consecutive months. We reached this goal in April, May and exceeded it every month since. For instance last month we responded to 52% of the tickets we received in under an hour. This is a huge improvement from where we started a year ago.

As the Customer Support Lead at Pluralsight my objective is to provide quick and valuable customer support at all times. When our customers are happy, we are happy! We hope that by reaching (and exceeding) our goals we are providing a more positive support experience for our valued customers.

I’d love to hear your ideas on how we can improve our customer support. Reach out to me on Twitter @TOliverson to give me your ideas! Also, feel free to leave your comments below or contact us through our helpdesk.

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