A day in the life of: the Piriform support team

The Piriform support team is the gateway between us in the office and you in your home or business. The team here resolves all kinds of customer queries, in dozens of different languages, which come from all corners of the globe. With that in mind, we thought we'd share some insight into the processes we follow to keep you happy using Piriform products.

What are the usual queries you resolve?

The queries we resolve are really varied. The majority of our days are spent helping users resolve fairly straightforward issues such as installation, but we sometimes see complex issues which require a full investigation. These are the ones we really like to get our teeth into! We also see a lot of tickets thanking us for our help or providing suggestions for product development. All support ticket are tagged so we can monitor how issues resolve over time and keep track of user feedback.

How do you process and organize support tickets?

Our support team is split into two teams: a team in the US and a team in the UK. Both teams deal with tickets from all over the world.

All tickets are submitted via our Help Center, where we also have a library of self-help articles. These articles allow users to resolve an issue themselves (which sometimes, can be faster than submitting a ticket). In turn, that reduces the amount of tickets submitted which means we can help our users more quickly. Common issues that can be resolved with these self-help articles include registration issues, lost license keys and downloading products. You can also access our Help Center by typing support.piriform.com into your browser.

Business and Professional users (anyone with a paid-for product) get priority support, so their tickets are prioritised as they come in to make sure we deal with those tickets first.

What is the usual customer satisfaction rating?

We aim to have all priority support tickets responded to within four business hours while maintaining a customer satisfaction level that is well above 90% - which I’m pleased to say we hit nearly every month! To ensure that we’re meeting our targets we report monthly on these performance indicators and identify areas to improve the level of support that we provide to our users.

Does user feedback shape the rest of the business?

Absolutely, yes. Working in support isn’t just about replying to customer’s questions; we also have a large role to play in the development and maintenance of our products. Despite having a QA department which rigorously tests all our products before they’re released, sometimes an obscure issue which only affects a few users is reported to us. As the first point of contact with our customers, it’s our job to make sure that any issues like this are fed back into the business and resolved as soon as possible to ensure our products working optimally – for everyone. We do this by logging a ticket in Jira – our development planning tool – which is then evaluated, prioritised and scheduled to be worked on by our development team.

Although as a business we plan our development work using product roadmaps (which detail the future features of a product and when we'll work on them), there really isn’t any better input than from our users themselves, so any suggestions for future product features are fed back to our product team for review.

What do you enjoy most about your job?

Once of the nicest parts about working in support is the feedback that you get from users that you’ve helped. There aren’t many jobs out there where you get direct feedback on your work several times a day, and it certainly puts a smile on our faces when a nice comment comes back to us from a user that we’ve helped out!

If you have any comments please tweet us. We're @Piriform.

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