Tackling Annual Planning for Support Teams

Dive into your data

  • How much volume are you doing each day? How many customers are reaching out?
  • What channels are most and least popular, and how much volume are you receiving through each of them?
  • What’s the average value of your customers that use your support team?
  • What’s the range of the value of customers using your support team?
  • What is your NPS score?
  • What is your CSAT score?
  • What are the top three causes of negative reviews from your customers?
  • What are the top three things that your customers love about your product? Your services?
  • What does your customer journey look like, and which touchpoints do your customer support team have involvement in?

Make a wishlist

Ask your team

Break it down

  • An item from four different buckets, and one year-long project that encompasses all of them
  • Every item from the same bucket
  • Every item from a different bucket
  • Eight various three-month projects and no annual project
  • Three various annual projects and no three-month projects

Mindmap

  • Create a list of must-have features and nice-to-have features
  • Create a list of items that we don’t currently have and would like
  • Count how many users we have and how many admins we need
  • Create a list of tags and workflows that we currently have
  • Evaluate whether we’d want to separate documentation or keep it tied into our helpdesk
  • Evaluate integrations
  • Understand options for historical data
  • Sign a contract
  • Move over users
  • Move over workflows and tags
  • Move over historical data
  • Transition 25% of volume
  • Transition 50% of volume
  • Transition 100% of volume
  • Cancel our plan with our original helpdesk.
  • Evaluate success and savings
  • Write post-mortem for the project
  • 1/15: Create a list of must-have features and nice-to-have features
  • 1/15: Create a list of items that we don’t currently have and would like
  • 2/10: Count how many users we have and how many admins we need
  • 2/21: Create a list of tags and workflows that we currently have
  • 3/10: Evaluate whether we’d want to separate documentation or keep it tied into our helpdesk
  • 3/21: Evaluate integrations
  • 4/10: Understand options for historical data
  • 4/21: Sign a contract
  • 5/15: Move over users
  • 5/21: Move over workflows and tags
  • 6/15: Move over historical data
  • 7/15: Transition 25% of volume
  • 8/15: Transition 50% of volume
  • 9/15: Transition 100% of volume
  • 10/21: Cancel our plan with our original helpdesk.
  • 11/15: Evaluate success and savings
  • 12/10: Write post-mortem for the project

Keep going

You did it!

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