The Universal Language of Customer Service: Understanding and Meeting Our Global Customers’ Support Expectations


Track: Global Business | GB9 |   Everyone |
Wednesday, July 13, 2022, 2:15pm – 3:00pm
Held in: Bellevue
Presenter:
Lina Tovbis - Shopify
Host: Daniel Goldschmidt

In 2021, we ran a cross-collaborative project to understand our customers’ experience with self-service support resources in languages other than English. We wanted to get a baseline understanding of the existing experience, validate assumptions on how people use self-service for their needs, identify broken language experiences, and prioritize work to improve the experience across all languages. In this session, we will share how we planned and ran several different research projects (customer interviews, benchmarking surveys, both qualitative and quantitative data analyses), what we learned about the services we offer, and how we can use this knowledge to inform future projects.

Takeaways: Attendees will learn how to understand and evaluate the current support experience they offer; how to use mixed-methods research findings to identify improvements or experiments to do in the future; and how to do this with a small team and limited resources.