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