1) Initiating contact
Say hello, introduce yourself, ask how they are doing
If it is a client, check his previous tickets to see if this is a recurring issue
If not, do not ask right away, but be sure to ask for name and email later, so you can communicate properly
You know if they are not clients when a placeholder name is in place, suck as “Pink Balloon from Odessa”
2) Assessing the issue
If you know the answer for their question, write a comprehensive answer, linking to documentation or website if possible.
If you don’t know the answer, try to get more info so you can pass on to proper colleagues - what connector are they using ? Is it SQL ? API ? What query ?
Ask as much detail as possible, because this will mean less “ping pong” between the client and the team, if help is needed.
Also, further details may show a way for the client to achieve what they wanted with some other function while you test/check the issue. For example, if they are trying to filter data on a loading job to then create a chart, you can ask them to not filter using SQL, go directly to DataViz and filter data there.
3) Asking for help
Currently the first people to talk to, by subject, are:
Henrique and Valdir for overall product questions
João Pedro and Rodrigo de Bem for technical questions
João Seixas for machine learning
Rodrigo Mestres if it’s related to partners
If some of those are unavailable, João Medeiros
If none are online Gabriel
If none of those are online, @mention them on the related Discord chat channel
If in 5 minutes no one answers, tag @slicingdice on “Geral”
Remember: Answering clients fast and correctly is more important than not bothering colleagues on chat. If you need to answer a ticket and are not finding answers or people to help, be relentless !
4) Answering the issue
Give the answer and ask if they have any more doubts
Thank them for their interest and offer a demo for further explanation, if they have interest
They can suggest preferred times or book directly through Hubspot
Close the ticket when - and only when - it’s been 100% solved
If you did not find the issue in our documentation, communicate with Doc Squad so they can create the content
Currently - João Pedro, Juliano, João Seixas (ML), Henrique and Valdir
If there is any issue found on the website, communicate to the person who oversees the website
Currently - Rodrigo de Bem
If there are any broken feature that you immediately notice, communicate to Dev team
Currently - João Medeiros
In any of the cases above, tag Managers so they can be aware
Currently - Natália