Support @ Octopus

Octopus integrates support as a core aspect of its operations, involving all staff, including the CEO, in addressing customer queries. The company, primarily based in Australia, experiences an influx of support requests from overseas, particularly from the US and UK, which are managed through a morning triage call to prioritize and assign issues efficiently. Utilizing tools like Supportflow and Tendersmash, Octopus ensures quick assignment and tracking of support requests via Trello and Slack integrations. Teams conduct morning stand-ups to review assigned tickets, aiming for swift and comprehensive resolutions that benefit both current and future customers by addressing root causes and updating documentation or interfaces. While striving to resolve issues on the first contact, Octopus keeps customers informed and adjusts their response based on the severity of the issue, especially in critical situations like production outages.

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