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Ask an Exec: How does the training process work for customer advisors?

In today’s Ask an Exec, we’re asked how the training process works for our customer support team.

Ross Rader (VP of Customer Experience here at Ting) describes our initial training method and how we’ve switched to a more hands-on, comprehensive approach. These training improvements help new advisors quickly develop confidence and leaves them better equipped to give you a no hold, no hassle experience.

Thanks to Brent M for the question on Facebook.


How we Work part 1: A look behind the scenes at what makes Ting tick

How we Work is an ongoing series where we’ll be talking about the software and services we use every day to communicate, collaborate and generally get the job done. In this first instalment, we’ll lay the groundwork to give a bit of background into the culture at Ting.

ting_logo_3Here at Ting, we’re a diverse, in some cases geographically dispersed team. We’re basically a start-up within an established Internet company. If there’s ever a problem, be it with communication, collaboration, meetings or whatever, our first instinct is to look to technology for a solution. As with any medium sized company, we have an array of teams and departments, each with their own needs, skills, goals and work styles. Obviously, it’s important to ensure that everyone is working toward the same larger goal. Development on Ting (both the service and the website) uses agile methodology. Development milestones come every two weeks. Everything the various teams have been working on for the prior couple of weeks is committed to the live site. We call these two week period “sprints.” True to its name, agile methodology allows us to be more responsive and to make changes and improvements quickly. It’s not uncommon for a customer-driven request to be brought up early in the week and show up on Ting later that same week.

Ask an Exec: How does Ting measure its support center efficiency?

Today’s Ask an Exec question comes from Jake V on Google+, who asks how and what metrics we use to evaluate the efficiency of our support center.

Ross Rader, VP of Customer Experience at Ting, discusses exactly how we use data to ensure we meet our goal of no hold, no transfer phone support and email support response times measured in hours as opposed to days.

Check out the video below to learn more!


Behind the Scenes: Talking dev with Evgueni

In today’s episode, we chat with someone who’s truly “behind the scenes” here at Ting.

Evgueni (predominantly known as “EP” in the office) is the Director of Mobile Engineering and the brains behind our entire backend system. From billing, usage tracking, promo codes and much more, EP has coded many of the services and tools that are essential to Ting’s success.

Learn more about Evgueni and his unique role at Ting in our video below. We’re pretty certain you’ll come to love him just as much as we do.

Ask an Exec: How does Ting plan on keeping its “no hold” policy?

Welcome to another episode of Ask an Exec!

As Ting continues to grow, you may have wondered how we plan to keep offering our awesome no-hold customer support. Ross Rader, VP of Customer Experience at Ting, describes the types of calls we receive on a regular basis and explains the steps we take to make sure there’s always a friendly Ting advisor ready to take your call!

Thanks to Cam M from Google+ for asking today’s question.


Ask an Exec: Customer support – How do you do it?

In today’s Ask an Exec, James M from Facebook wonders how we’re able to provide top-notch support to all of our customers, each and every day.

Ross Rader, the man behind the plan and VP of Customer Experience at Ting, explains our motivation behind providing great service and the processes in place to ensure we don’t get overwhelmed.

Watch our video below to learn more!