How PagerDuty Leverages Customer Service Ops to Delight Customers

Connection, empathy, and speedy responses have become increasingly crucial in the realm of Customer Support, particularly with the shift to remote work that has disrupted traditional in-person collaboration. The PagerDuty Customer Support team has adapted to this new environment by utilizing a customer service solution that enhances connectivity and communication between customer-facing and technical teams. This system integrates with ticketing platforms like Salesforce Service Cloud and Zendesk, allowing agents to maintain workflow continuity and prioritize ticket handling efficiently. Despite the challenges of remote work, this approach helps uphold high-quality support standards, decrease resolution times, and improve customer satisfaction by fostering seamless collaboration and maintaining accountability. The team's focus on using PagerDuty to stay connected with engineering teams and to manage incidents efficiently has proven effective, reinforcing the importance of maintaining connection, empathy, and responsiveness in delivering exceptional customer service.