On behalf of the Instructure Support Teams, thank you for taking the time to provide feedback and share your experiences at InstructureCon. We greatly appreciate hearing about both the success stories and the positive interactions you’ve had. Equally valuable are the insights into areas where we can improve the customer experience.
Our team was so proud to see that almost 75% of your responses indicated that you were satisfied with your Support interactions. That’s an amazing accomplishment, yet we want to do what we can to get that number even higher.
Within our teams, we have carefully reviewed your feedback, and are pleased to report that many of the themes you highlighted align with our own identified areas for improvement. Given this alignment, we are confident that our upcoming initiatives will begin to address the concerns you've raised while also building on the positive experiences you've shared.
Global Support has identified strategic themes including a broad initiative around utilizing and optimizing automation. This initiative includes leveraging automation to enhance the Support experience - We are actively investigating how we can work within Community and Support to leverage automation to achieve three objectives:
- Leverage automation to surface answers to common customer questions
- Enable quality reviews of all customer interactions for coaching and development
- Support agent workflows to improve processing time and speed to resolution
Thank you once again for your invaluable input. It was a pleasure to gather your feedback and connect with many of you in person at Instructurecon. Your insights are truly a gift, and they play a crucial role in helping us enhance our services.
