Everyone On Support: What is it and why do we do it?

Will Culver

Will Culver

— 3 min read
Everyone On Support: What is it and why do we do it?

Hi everyone,

I'm Will, head of Customer Success at PracticeHub!

Over the past six years, I’ve had the pleasure of witnessing PracticeHub’s remarkable, organic growth. From our early days to now being a global team of remote workers, we’ve built an environment grounded in trust, freedom, and an unwavering focus on our customers. We are not bound by conventions and like to do things our way. We’re like a family, with many team members sharing connections outside of work.

In line with our values, we launched a scheme earlier this year called “Everyone on Support” (EOS). This initiative isn't entirely novel, but it aligns perfectly with our ethos. EOS allows every team member to spend a bit of time with our customers, understand their questions, and gain insights into their challenges, to name but a few of the benefits!

You might have noticed new names and faces in our support channels recently. These individuals are part of our EOS program, working closely with our Customer Success (CS) team. From Sergey in Development to Nathan in Operations and Trent in Business Development, everyone has been involved at some point over the last few months answering your support queries.

Will and Trent's first EOS day in February

After several months of running EOS, I gathered feedback to understand its impact on our team and to see if it would be a useful tool moving forwards. Here are some ways EOS has been successful:

  • Learning from Our Customers: Non-CS team members gained exposure to support queries, providing insights into common issues, and boosting their overall platform knowledge.
  • Improving CS Processes: Fresh perspectives helped identify areas for improvement in our CS processes and workflows.
  • Improved Service: Having experts available for technical queries lead to quicker resolutions.
  • Unearth promising ideas: Several brilliant ideas were discovered by the team during the EOS process.
  • Bug Fixing: Direct involvement of developers helped in identifying and fixing bugs promptly.
  • Training: An excellent training tool for new hires to familiarise themselves with our platform as quickly as possible.
  • Customer Obsession: Remembering why we are here! To provide our customers with an unrivalled platform and unrivalled support.
El Capitan weighing in on Support with Bella!

Behind every PracticeHub URL or ‘Client ID’ lies a unique story of growth. In Customer Success, we have the privilege of interacting with our customers daily, witnessing firsthand your wins and assisting you with the challenges you face. Over time, the regular contact we have with our customers means we often learn about your journey and EOS has been amazing at enabling our entire team to share in this experience. By involving everyone, we’re gaining a comprehensive understanding of our customers' needs from many points of view. This collective insight allows all of those wonderful minds at PracticeHub to contribute towards enhancing the platform and, ultimately, making it as simple as possible to run and grow your business.

We’re excited for our next few weeks of Everyone on Support in early July, and the wider team look forward to talking to you all 😊

If you have any questions about EOS, I would be more than happy to answer them, just drop us an email at help@practicehub.io.

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