Hi all! Long-time listener, first-time caller 🙃
I’m Eamon, and I lead Customer Ops at Playground. We’re exploring expanding our support channels to include video calls (e.g. Zoom).
We serve daycare providers, who are often short on time and not always deeply tech-proficient. We’re thinking video could be a more effective way to handle “How do I…?” questions - offering a more immersive, high-touch experience that helps them get unstuck quickly.
I’d love to hear from anyone who has rolled out higher-touch channels like phone or video:
-
What worked well?
-
What didn’t?
-
Anything you’d do differently?
-
How did you position it alongside chat/email?
If you’ve had success here, I’d really appreciate the chance to learn from you. Thanks in advance!