5 questions to – meet LiveChat team members who started their journey in Support Team!

Hello LiveChat Community! Today I’d like to introduce to you our new series :raised_hands:

We will ask 5 questions to different members of the LiveChat team who now work in other departments, like marketing, product or sales, but their journey with our company started in our Support Team. What influence their experience in support has on their current job? What, according to them, is the most important thing in being a great Support Hero? Let’s find out!

The first person that I talked to was Dawid Wojtasiak, our Product Specialist in the LiveChat team. How did he get into the support and how did his story turn out? What is he doing now? Let’s see! :handshake:

Hello Dawid, let me start with a simple question. How did you get into support?

Hi! My story is simple – after school, I worked in England for 2 years; I didn’t want to go to university without having a certain direction for my career. When I was planning on going back to Poland, my friend, Oliwia, told me about this IT company, LiveChat, which she was applying to at the moment. Without telling her, I also applied to the position of Support Hero and… we both got accepted. My previous experience with customer service was from part-time job, but it gave me the opportunity to gain skills required for more demanding position. Moreover, IT industry was always drawing my attention, so when I found an opportunity to get into it, I was happy to do so.

As for now, what are you doing in LiveChat from the perspective of the customer?

Long story short, my job is to gather the problems and feature requests that our clients gave us via chat and deliver them to the product teams. I work on incorporating them into a product development roadmap. I also act as “the voice of the customer” for our Product Managers, ensuring that released features will meet the demands of our customers and will be of use for them.

How did you got involved in your current role?

After some time at LiveChat, I started to participate in projects outside of the duties of a Support Hero.

As I was getting more involved in my work, I focused on educating customers, so they could discover various segments of our app by themselves. I reactivated a project that was suspended earlier – knowledge journeys. When I took ownership of this project, I was in a situation in which I needed to gain project management skills to deliver the actual value.

Suddenly, I found myself very immersed in the process; I liked the feeling of bringing the actual idea into life. It naturally brought me closer to the product team. After some time it was natural for me to switch from support to product team, where I could have more impact on the customer experience of our users. This path of progress felt very natural to me.

What in your opinion is the most important thing in being a Support Hero?

The most important thing in being a good support hero is patience. A lot of patience. Let me explain: the questions that come to customer support are often very repetitive, so you need to be patient to be able to explain the same thing to multiple customers. Even if the problem is the same, people come to you from different situations, with different goals and emotions around the situation.

Basically, you need to take your understanding of the problem and shape it to the circumstances of the client to explain the solution clearly. Problems may repeat, but there is no such thing as two identical situations or two identical clients. To be a great support agent, you need to stay flexible, always be focused on clients, and show empathy that will allow you to understand them well.

What sources of knowledge would you recommend to a person that would like to follow your steps?

To be honest, during my work in support, I haven’t completed many courses on product development. Instead of that, I focused on gaining as much experience as I could. I got involved in various initiatives and projects outside of my regular duties and asked A LOT of questions. I was also surrounded by great people who possessed a heavy amount of knowledge, and what’s more, they were happy to share it with me. I was super lucky to find people who agreed to help me and offered me a real mentorship along the way.

My suggestion would be simple – involve yourself in different projects if you have any occasion to do so, and gain as much experience as you can. Do not be afraid to ask questions, people are usually happy to share their knowledge! After some time, I think that it could be better for me to stay in the support a little longer. During the first work in LiveChat Support Team, you have to learn a massive amount of knowledge, so my experience as a Support Hero is really valuable in my today’s work. I know our products very well, I also know the problems of our customers.

If you have more questions for Dawid, let us know in the thread! :handshake:

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It’s great to learn about some of the LiveChat team! You have so many wonderful and helpful people working with you! :star_struck:

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Hi! It’s time for another interview! This time, I talked to Anika, our Partner Relations Specialist.
What were her beginnings at LiveChat? What does she do now? Find out below!

Hello, Anika, how did you got into support?

Oh, it was Greg, Head of Support, who got me in. At the time I wasn’t even living in Wrocław, when some of my friends started to encourage me to join LiveChat. “Come on, it’s going to be fun” – they said. “It’s a great company, you are going to work with us!”. Meanwhile, I was working as an English teacher, both in private and public schools. So from word to word, I sent my CV, solved the given task…and found myself in the support department in a matter of two weeks. Just as the company was moving to the new headquarters at Zwycięska street.

First three months were intensive; much product knowledge to be learned, many customers to be served under pressure of time. Trial period had passed very, very quickly – I felt that I can manage it all on my own after, I think, six months of work.

As for now, what are you doing in LiveChat from the perspective of the customer?

I work with our Partners, helping them with their daily tasks that require our assistance. I am building relationships with our Solution Partners, which are reselling our products or incorporating them into broader solutions. I teach them, for example, how to use our Partner App in the most efficient way, or how to deal with specific use-cases. I’m trying to take into consideration the profile of our partner; a digital agency will have different approach than freelancing web developer who needs to introduce LiveChat to his client’s website. For some, reselling our product is the main source of income and for some it’s just a tiny part of their services. In a nutshell , I help our Partners with creating an efficient strategy for including our products in their services.

Sometimes I also help our Content Specialist, Justyna, with creating content promoting our Partner Program.

How did you got involved in your current role?

I got involved into extracurricular projects very quickly, as I was looking for something that would go beyond the normal duties of a Support Hero – I was curious what I could learn outside of my daily job. So I started being involved in projects which were linked to other departments and one time, I participated in creating a series of webinars explaining our products to one of our biggest clients, which were heavy users of LiveChat at their daily basis. Michał from Partner Program was looking for someone that would teach them how to utilize LiveChat for their particular use-case. I got involved and…liked it very much. Mainly because it meant building a long-term relationship with the client, instead of working in the regular support, where many clients come and go and, most probably, you won’t see them ever again.

Shortly after that, I saw an open position in the Partner Program. They were looking for the second Michał for their team, who would manage the relationships with our Partners. I talked to Paweł, Head of the department, if they would be open for someone from the inside, and got my recruitment task. I solved it, we talked about it for a moment, and they decided to modify the position for a little, so I would be able to fit in. And here I am!

What in your opinion is the most important thing in being a Support Hero?

Don’t be afraid to ask. If you’re not sure about a certain solution, ask your teammates. If you are not one hundred percent positive that something would work the way you describe, test it first, and ask the needed questions if you have to. It’s better to admit that you don’t know something, than carelessly provide your client with a solution that won’t work. Someone else will have to clean your mess later. Teamwork is incredibly important in support – working together enables you to use the knowledge of the whole team in order to solve the case that you’re facing at the very moment. In consequence, you are solving clients’ problems quicker and more efficiently.

It will also influence your speed of learning. Once you will get rid of the reflex that holds you back from asking the questions, your approach will change, and you will be more open to the new knowledge.

What would you like to say to a person that wants to follow your steps?

In the first place, you have to possess knowledge about yourself. What do you want to do? What are you good at, and what you are absolutely unable to do? Once you know your strengths and weaknesses, you can define the direction in which you want to progress. Otherwise, it makes no sense.

You have to be ready for extra work after hours, when learning new stuff. Also, be sure that not everything will go smoothly and you will make mistakes at the beginning. There is a price to be paid for gaining experience. It’s worth it, but it may not be easy.

Another thing that you need to be ready for, while leaving support is the change in the character of your daily work. In support, you have your flow of requests that need your attention, and the quicker they will be solved, the better. When you move to marketing, for example, your daily work is different. You need to plan your work in advance, and sometimes identify the problem by yourself before creating a solution. It might be stressful for some people, especially at the beginning :slightly_smiling_face:

Thanks!

If you have any questions for Anika, don’t hesitate to reach us below! :point_down:

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