Degreed prides itself on quality – quality team, quality clients and most importantly, quality product. We have an agile development team and culture. When I started the Customer Support team at Degreed, I had to ask myself, ‘how does lean agile development affect customer support?’

What makes an agile development culture different? Product changes occur at an especially fast rate. These product changes need to be conveyed and understood by the client in order for the client to best utilize and realize the value of our product. For this to happen the changes also need to be fully understood by the customer support team.

At most organizations, the customer support team serves as the “front line” for end users – the main group supporting and delivering product updates and changes to clients. Therefore, the most important attribute I look for in my team members, in addition to someone that is customer focused, is someone who loves to learn. We need to continually learn and grow with the product in order to best support our end-users.

It’s no surprise that there are new things to learn about each product release. As a team, we need to understand what is being added or changed, with a deep knowledge of how everything works. One specific example comes to mind: when we changed the look and feel of our profile page. As a team, we had to understand more than just that the profile was getting a face lift. We had to understand the intricacies, and where popular (or not!) items may have shifted for an improved experience.  And it’s a good thing we took time to dig deep because the most popular questions over the following weeks started with “Where can I find…”

As a customer success team, we have to be ready for any and everything, which is why the desire to learn is such an important trait for us. Just the other day, I received a call from one of our end-users asking about the layout of Degreed pathways and if the style was flexible. In the couple years I have been at Degreed, that question had never been asked. But I’ve learned serving in a customer support function means being willing and eager to ask the tough questions, knowing our product inside and out because we can’t anticipate every question that is going to come our way.

Luckily, my team proves they are up to the task time and time again. We are available for clients daily while also showing dedication to individual skill development via our internal company leaderboard for most active learning teams. Number one every quarter so far, the customer service team at Degreed is proud to show commitment to both our product and our clients.

So what are some tactics the Degreed customer service team uses for helping the members of our team stay informed and continually learning about the product?

  • bi-weekly product review for the entire company
  • weekly Learning Forum held by the client experience team where we discuss learning topics and ask questions, so we can all stay up to date on messaging
  • weekly team meetings (for my team specifically) where we can ask questions or get help from each other
  • product release review meeting (for my team specifically) where we discuss the release in depth and how it could affect both our users and the team

We are also starting to review upcoming release items from the view of the end user so we can brainstorm what consumers might need and to increase our ability to be prepared.

As I go back to my question at the beginning ‘how does lean agile development affect customer support?’ The answer is simple: we have to value learning.

Vernon Howard said, “Always walk through life as if you have something new to learn and you will.”  I firmly believe, and lead my team with the same mentality, that if we stop learning, we cannot help our users.

What are some things your customer support team does to continuously learn?

 

We spend hours on our phones each day – checking the news, sending texts, looking at social media, reading articles… the list goes on. In fact, over half of all digital activity now takes place on mobile devices.  As web browsing increasingly moves away from our desktops, powerful tools built specifically for mobile are becoming more valuable and more common.

That’s why we created the Degreed Mobile App – to help people be more productive with the increasing amount that we are consuming content on mobile devices! With the app, learning (and tracking!) is available whenever and wherever you want it.

Here are 5 things you can do right now with the Degreed Mobile App:

  1. Learn from your Feed, which populates personalized learning content specific to you.
  2. Search for content within the app.
  3. Track all the learning you do, both from formal and informal activities, like articles and videos from anywhere on your mobile device.
  4. Get notified, view and complete assigned, saved, and recommended items.
  5. Enroll in and learn from Pathways.

Need a jumpstart or some ideas to get started? Here are 5 ways everyday Degreed users/team members are using the Mobile App.

Maggie and tracking progress
“My family watches food documentaries on Youtube, and we share to the Degreed app from our Youtube history to get credit for what we’ve learned! I also track my progress on pathways through the mobile app, especially while commuting on the train.”

Alex and productive downtime
“I’m guilty of always pulling out my phone to fill downtime. I used to waste that time on social media, but now that I have the Degreed app, I can actually use those extra minutes here and there to learn. Typically, I will save items to Degreed during the work day and then on my commute or downtime pull out my mobile device to read my saved items. I’m also big on podcasts, so I love that once the Degreed app is installed, you can mark a podcast complete as you finish it without even having to leave the podcast app.”

Devin and centralizing multiple learning sources
“I use my iPad as my main device for work and learning, which means I use a variety of different apps for consuming learning content. I make good use of the Degreed share extension to mark content complete no matter which app and device I’m using. I also appreciate getting notifications for things I care about on Degreed, such as recommendations.”

Leslie and recommendations
“My favorite things about the Degreed App are my feed and recommendations. I love that I can pull up the app and go through my feed and see what has been specially curated for me on the go. This is especially handy when waiting for appointments! As I complete my learning I love being able to recommend it out to others if it is something that I think they would enjoy as well.”

Tim and multiple device access
“Every morning with a cup of coffee, either in front of the fireplace or on my deck, I like to read one or two recommended articles and watch a  video. When I run across one that’s especially interesting or relevant, I appreciate the ability to quickly share with my team or a co-worker. I also love that the app functions so closely to the browser version.  Moving between device types is seamless.

Ready? Let’s go. Download the Degreed Mobile App for iOS or Android now.

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