Hubspot
Hubspot is the tool we use for technical customer support. The front end with the Knowledge Base lives under knowledge.wingtra.com. The back end with our ticketing system lives under app.hubspot.com.
The front end consists of a Knowledge Base, which is our user's first place to search for an answer to a technical question. It offers a video quick start guide, the technical documentation, FAQ, search functionality, etc. It also allows the user to hand in support requests.
The back end contains the ticketing system, integrated VOIP (for inbound and outbound calls), deal and shipment handling, the interface to modify the Knowledge Base, and many more features. It is our main work tool. Over the next couple of articles, you will learn about all the features it offers. On a high level, you will have to learn these processes/functionalities:
- Support inbox and ticketing: how to solve a customer problem via email and phone
- Escalating tickets to the development team
- Order process: how to place an order to ship replacement parts or drones to a customer
- Edit knowledge base
- CRM maintenance: Understand the customer database structure (contact, company, deal, ticket) and know how to update/maintain it.
- Return shipment process (+repairs)
Google Suite
The google suite products (Gmail, Calendar, Drive, Docs, Sheets, Google+, ...) are frequently used by the entire Wingtra company. Read the Wingtrabook article Basic toolchain to learn how to set up and use Google tools.
The following list compromises the most frequently used Google Drive folders / files specifically for the support team. When adding new documents to Google Drive, make sure to give it a meaningful name and create subfolders if several documents are added.
Important folders
- Customer Success (Support): main support team folder
- flight_imagery_wizards: WingtraOne projects (images, PPK data, GCPs, etc.)
- data_customer_uploads: WingtraOne flight logs (customer logs)
Design folders
- 11 Wingtra Letter Template: template for the official doc that can be used for customer communication
- Wingtra Support Documents 2018: contains folder for every support doc with InDesign project and images (need update)
Customer Success (Support) subfolders:
- Knowledge Base: projects related to the Knowledge Base / manual (e.g. manual images, manual videos, articles review)
- Orga Team Admin: contains sparring notes, personal notes
- Support: anything related to customer support, customer communication (e.g., Support Docs, Support Videos, Support Cases, Warranty Assessment Reports)
- Training: distributor onboarding slides, training program (create a new subfolder for each training)
- Note: Sales creates a CU onboarding template in the Onboarding training folder
- Wingtra Projects: create a new CU dissemination task for any projects owned by CS team
Important documents
- 2021 CU weekly meeting notes: main support sparring notes (used for team updates, case sharing, support team sparring)
Important sheets
- HS shipments: overview and scheduling of shipments in HS
- Shipments v2: overview of shipments in excel (do not use for scheduling)
- Planning (Plane Details / Plane Overview): overview of produced planes
- Product Backlog: list of feature requests
- Map overview: list of WingtraOne projects
Other tools
Beside Hubspot and Google Suite, we work with the following tools. Each has been selected, because it offers the best functionality to Wingtra that we know of.
- Clickup (project management and coordination as well as tracking among departments)
- Canny (feature requests)
- Github (Customer team projects planning, main development tool, production interface, ...)
- Skype (main communication channel)
- WingtraBook (internal documentation)
- Process.st (checklists, reverse logistics, equipment lending, ...)
- Lever (hiring)
- Abaclick (reimbursment of private expenses)
You should already be set up with Hubspot and the first four tools out of the list, when reading this for the first time :). If not, check this chapter in Wingtrabook.
Hubspot can be accessed with your Google login. We use Hubspot for orders (add-ons, paid or warranty replacements, repairs, ...). Make sure you can access Hubspot and schedule a one-hour meeting within the first or second week to go through the order process together with another Wizard.
Process.st can be accessed with admin@wingtra.com. We mainly use process.st for two processes: handing out and getting back equipment via the team internally and back shipments of drones. No need to understand the processes yet, we will touch on that later.
We use Abaclick or Expensify(Croatia only) to reimburse private expenses for Wingtra (business trips, equipment, etc.). Please check this chapter for more information.