Covering More Support Hours

Josef Szotten posted in culture September 12, 2016

As Capsule has grown so has our customer base. We’re very proud to say that we have customers all over the world and we love hearing from them. With our customers being so spread out it has become more important that we can take better care of them and do it more quickly. That’s why late last year I made the hop from our HQ in Manchester, UK to sunny California.

The way things were

When answering emails we found that each morning there was always a big daunting backlog of messages. Anyone emailing in UK after hours waited not only for our day to start but also for the backlog to clear up. We were always in a constant fight against time to be able to help everyone who needed it.

The support team has grown and we’ve implemented ‘All Hands Support’ however we wanted to do more. A great majority of Capsule customers are based in North America so having a support person in the US was an obvious first choice. Being based on the west coast means that there’s a small overlap with the UK team while still covering a lot more hours.

The results

Moving over to the US means that I can take with me all the expertise from my 5 years at Capsule and hit the ground running.

We’re now 9 months in and so far we’re seeing some great results. The morning workload for us in both the UK and the US has been reduced greatly, meaning we can get back to people much more quickly both initially and then throughout the day.

Our customers seem to have noticed as well:

Bottom line

We’re now covering more hours and helping people at a faster rate.

With this post I’m happy to officially announce the change of our support hours. Instead of just covering UK business hours we’re now picking up emails Monday - Friday wherever you are.

Feel free to tweet @capsulecrm or email us at any time about anything you need and someone from our support team will get back to you Monday to Friday. We’re always happy to help and we look forward to hearing from you.

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