For Starry's customer support, should we focus on reducing wait times or increasing the depth of technical assistance provided?

Introduction

The trade-off we're examining today is whether Starry's customer support should focus on reducing wait times or increasing the depth of technical assistance provided. This scenario touches on the core of customer experience and service efficiency. I'll analyze this trade-off by considering user needs, business impact, and operational feasibility.

Step 1

Clarifying Questions (3 minutes)

• Based on Starry's business model, I'm thinking this decision could significantly impact customer retention. Could you share how our current churn rate compares to industry standards?

Why it matters: Helps prioritize between immediate satisfaction (reduced wait times) and long-term problem resolution (in-depth assistance) Expected answer: Churn rate is slightly above industry average Impact on approach: Would lean towards in-depth assistance if churn is high

• Considering our user base, I'm assuming we have a mix of tech-savvy and less technical customers. Can you provide a breakdown of our customer segments and their typical support needs?

Why it matters: Different segments may value wait times vs. technical depth differently Expected answer: 60% general users, 40% power users Impact on approach: Might suggest a tiered support system based on user profiles

• From a technical standpoint, I'm curious about our current support infrastructure. Do we have the capability to easily implement advanced routing or AI-assisted support?

Why it matters: Influences the feasibility and cost of implementing more sophisticated support systems Expected answer: Basic infrastructure in place, some AI capabilities Impact on approach: Could explore AI-assisted triage to balance wait times and support depth

• Regarding resources, I'm wondering about our current support team structure. What's our ratio of generalist to specialist support staff?

Why it matters: Affects our ability to provide in-depth technical support without increasing wait times Expected answer: 70% generalists, 30% specialists Impact on approach: Might suggest training programs to increase specialist knowledge across the team

• Thinking about timelines, is there any upcoming product launch or feature release that could impact support volume or complexity?

Why it matters: Could influence short-term vs. long-term strategy for support improvements Expected answer: Major update planned for Q3 Impact on approach: Might recommend phased implementation, focusing on wait times first, then depth