The support team members at FullStory are fierce defenders of the company’s brand. They believe deeply in brand alignment across support, marketing, sales, post sales, self service and more – it all needs to be consistent to build trust with customers.
In this webinar featuring Ben McCormack, Head of Customer Support, we’ll dig into:
- Why they measure/report on quality
- What their core values are
- How they set up their QA rubric to reflect these values
- How they think about grading interactions
- Why they care so much about qualitative feedback
- Why they're striving to operationalize on-brand experiences!!!