Support that knows
what changed yesterday.
Support is where a team's decisions meet its customers, usually a few days after they were made. In Together the agents that help support read the same channels and documents as the people who made the change, so an answer or a help article starts from the latest decision and links the thread it came from.
The cost
What the work costs
before Together
A pricing change support hears about from the first customer who asks.
Help articles that describe the product as it was two releases ago.
Escalations copied by hand from one tool to another, with the context left behind.
With Together
What changes
Answers with receipts
Ask the room whether a customer is affected or what changed in billing, and an agent answers with each claim linked to its source.
Articles that keep up
When a decision changes what a help article says, an agent comments on the line with the decision quoted and drafts the new wording.
A room per incident
Support, engineering and whoever owns the account work in one channel, where an agent keeps the timeline and the impact so far.
The write-up, drafted
A timeline from the channel, as a document the on-call engineer edits and signs.
In practice
How it plays out
for a team like yours
Last month
Jonas asks Scout to check the help center whenever something is decided in #pricing, and to tell him which article it touches.
Monday, 11:04
Tomas posts in #pricing that refunds on annual plans are now prorated. Scout finds the refunds article and comments on the sentence that is now wrong, quoting Tomas and drafting new wording.
Monday, 13:30
Jonas edits the draft and publishes it before anyone writes in. When a customer asks that afternoon, he answers with the article and the reason behind it.
Built on
The parts of Together
it rests on
