PlanGrid Construction Productivity Blog
Happy #CustomerServiceWeek!

Happy #CustomerServiceWeek!

Over the last few years, we’ve assembled a diverse, hilarious, and empathetic group of people to help PlanGrid users as they go about their daily business (and the team is still growing).

The support team all in one place! [October 2016, photo by Jesse Dodds]

Live support is no joke. It requires keen communication skills, fast fingers, a knack for knowing what people need, and a genuine desire to make everyone’s day a little bit better.

In the spirit of Customer Service Week, as well as featuring a few of our heroes on Facebook, we’ve dug up a ‘lil tidbit of PlanGrid-support-related data to share with you:

6 seconds

Average online chat response time

350

Average number of customer interactions per day (chat, email, and phone)

30 minutes

Average email response time

7

Current number of full time customer support agents at PlanGrid (non-management)

Your key to unfettered PlanGrid knowledge.

What else does PlanGrid’s support team do?

  • Create all content for (and manage) PlanGrid’s Help Site
  • Track feedback and suggestions, and funnel them to to the appropriate people
  • Escalated technical investigations
  • Personal follow-ups with people experiencing bugs

Happy Customer Service Week to everyone working in customer service around the world. Keep on building!


Erica-Lee Lick

About the author: Erica joined PlanGrid in February 2014, and works with the Marketing team. With a long and varied history in marketing, media, and advertising, Erica enjoys writing short biographies about herself and leaving parties early without saying goodbye.

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