Bernard Slowey

And we're like, yeah, you're right. We need to do better there. And so we introduced that customer confirmed resolution, which is people actually telling us, yes, you solved my issue, you know? And so we're just like any support leader in the world. I have the same pressures they do to kind of show ROI and all of that sort of thing. And so we're transparent. Here it is. Here you can see it.

And we're like, yeah, you're right. We need to do better there. And so we introduced that customer confirmed resolution, which is people actually telling us, yes, you solved my issue, you know? And so we're just like any support leader in the world. I have the same pressures they do to kind of show ROI and all of that sort of thing. And so we're transparent. Here it is. Here you can see it.

And we're like, yeah, you're right. We need to do better there. And so we introduced that customer confirmed resolution, which is people actually telling us, yes, you solved my issue, you know? And so we're just like any support leader in the world. I have the same pressures they do to kind of show ROI and all of that sort of thing. And so we're transparent. Here it is. Here you can see it.

I love what you said there, Stephanie, because one of the other things that we like had these long debates on is that hand off to human. Internally, we call that escalation rate, which is a real support mindset metric. And you say that to people externally and like they're like, what's escalation? Is that a bad thing? And so... At that whole page you saw, our marketing team built that page.

I love what you said there, Stephanie, because one of the other things that we like had these long debates on is that hand off to human. Internally, we call that escalation rate, which is a real support mindset metric. And you say that to people externally and like they're like, what's escalation? Is that a bad thing? And so... At that whole page you saw, our marketing team built that page.

I love what you said there, Stephanie, because one of the other things that we like had these long debates on is that hand off to human. Internally, we call that escalation rate, which is a real support mindset metric. And you say that to people externally and like they're like, what's escalation? Is that a bad thing? And so... At that whole page you saw, our marketing team built that page.

So we partnered heavily with our marketing team on like, how can we tell this story easily to customers so they can go use it? And kudos to our marketing team. Hand off the customer is way better than our human is way better than escalation rate. But the thing I want to tell you about, like we had a long debate, that escalation rate was down at like 1% and sometimes it was 2%.

So we partnered heavily with our marketing team on like, how can we tell this story easily to customers so they can go use it? And kudos to our marketing team. Hand off the customer is way better than our human is way better than escalation rate. But the thing I want to tell you about, like we had a long debate, that escalation rate was down at like 1% and sometimes it was 2%.

So we partnered heavily with our marketing team on like, how can we tell this story easily to customers so they can go use it? And kudos to our marketing team. Hand off the customer is way better than our human is way better than escalation rate. But the thing I want to tell you about, like we had a long debate, that escalation rate was down at like 1% and sometimes it was 2%.

And now we're at 4% and people are like, oh my God, what's going on? And it's actually a four because it was too hard to get from agent force into a support engineer. with too much friction in the process. And so we've simplified that process. You can literally come and go talk to a human, talk to an agent, whatever that might be, and it will create your case and send you through.

And now we're at 4% and people are like, oh my God, what's going on? And it's actually a four because it was too hard to get from agent force into a support engineer. with too much friction in the process. And so we've simplified that process. You can literally come and go talk to a human, talk to an agent, whatever that might be, and it will create your case and send you through.

And now we're at 4% and people are like, oh my God, what's going on? And it's actually a four because it was too hard to get from agent force into a support engineer. with too much friction in the process. And so we've simplified that process. You can literally come and go talk to a human, talk to an agent, whatever that might be, and it will create your case and send you through.

And so we think that escalation rate would probably get a little bit higher and we're okay about that because that means it's a good experience for our customers, which is the most important thing we're doing. But it's interesting as people can get driven by metrics, you know, it's like, oh no, it's a 4%. It's like, yeah, but that's a good thing, you know?

And so we think that escalation rate would probably get a little bit higher and we're okay about that because that means it's a good experience for our customers, which is the most important thing we're doing. But it's interesting as people can get driven by metrics, you know, it's like, oh no, it's a 4%. It's like, yeah, but that's a good thing, you know?

And so we think that escalation rate would probably get a little bit higher and we're okay about that because that means it's a good experience for our customers, which is the most important thing we're doing. But it's interesting as people can get driven by metrics, you know, it's like, oh no, it's a 4%. It's like, yeah, but that's a good thing, you know?

And so, so that's just like, as you talk about that Google and that like debate and metrics, we do that a lot internally as well.

And so, so that's just like, as you talk about that Google and that like debate and metrics, we do that a lot internally as well.

And so, so that's just like, as you talk about that Google and that like debate and metrics, we do that a lot internally as well.

Yeah. Yeah. Yeah. Yeah.

Yeah. Yeah. Yeah. Yeah.