Individual who is the general system user, interacting with customers via phone and email (and eventually chat) to resolve support issues that customers have with LivingSocial, it’s deals, or it’s merchants. JOB TASKS • Answer phone • Create and manage cases • Issue refunds • Resolve customer issues GOALS, FEARS, AND ASPIRATIONS • Meet daily quota (fear of not meeting quota) • Working on projects by accomplishing high close rate • Fear of customer anger especially w/r/t refund policy • Avoiding mandatory overtime by meeting their quotas and closing cases more quickly COMPUTER SKILLS, KNOWLEDGE, AND ABILITIES • Wide range of ability and knowledge. • Needs to be able to use a browser, answer the phone in a professional manner • Able to multi-task and keep critical information correctly in their heads • Ability to get trained on the tools (currently SalesForce, phone system) GROUP SIZE AND INFLUENCE This is currently the largest group at 130 individuals (not including senior CAs but including international users) MEANS OF COMMUNICATION SalesForce chatter, team meetings with team leads, IM/GoogleTalk, email. INTERNAL TOOLS: CSR PERSONAS 3 Athayde Confidential | For internal use only Thursday, October 10, 13
MSAs New Merchant/ MSA New Insertion Order/Deal New Daily Deal Builder New Instant Deal Builder New Family Deal Builder Merchant Dashboard Show/Edit Insertion Order SEE INSTANT DEAL BUILDER FLOW SCREEN SEE DAILY DEAL BUILDER FLOW SCREEN SEE FAMILY DEAL BUILDER FLOW SCREEN FLOW Thursday, October 10, 13
wrong. If the code is wrong, the behaviour is wrong. And if the behaviour is wrong, then no javascript can ever solve the real problem." - Bèr 'berkes' Kessels (www.berk.es) Thursday, October 10, 13
it looks like. People think it’s this veneer – that the designers are handed this box and told, ‘Make it look good!’ That’s not what we think design is. It’s not just what it looks like and feels like. Design is how it works." - Steve Jobs http://www.nytimes.com/2003/11/30/magazine/30IPOD.html Thursday, October 10, 13