At Wayfair, we have optimized the internal and external flow of our Office Hours system using Airtable.
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šØ Airtable Interface Designer
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The Homebase team, which powers Wayfair's global Design System, has made several changes to the schedule, sign-up process, and session facilitation of Homebase Office Hours (HBOH) to ensure weāre using each 15-minute appointment slot most effectively ā and itās all powered by Airtable.
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When you sign up for HBOH, the Calendly intake data is automatically added to Airtable. This keeps all pertinent information stored in one easy-to-access location.
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On top of that, we've built custom visual and interactive interfaces using Interface Designer, allowing us to better harness the available data in our base:
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- Pre-Screen Office Hours Sign-Ups: This interface allows us to review the information provided at sign up and send an email (directly from Airtable!) if more information is required.
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- Upcoming Appointment Coverage: As part of our new process for facilitating office hours, we are dedicated to having adequate Homebase coverage for all appointments. This interface allows team members to sign up to be a session lead, dedicated notetaker, or attendee. This ensures the necessary subject matter experts will be available to support, and that newer team members will be able to observe and learn about the system.
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- Facilitate Homebase Office Hours: This is where the magic really happens. This interface allows the team to easily view all appointment info, take notes, and send follow-up emails all from one place!
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- Office Hours Dashboard: A metrics dashboard to track and display key performance indicators. We are also tagging appointments with metadata ā such as topics and components discussed ā to monitor trends that may indicate where we can provide better education, documentation, and support materials for the system.
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š Airtable Automations
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Weāre all about working smarter ā not harder. We set up automations to increase efficiency and to standardize the lifecycle of an HBOH appointment. Here are just a few nifty automations that have improved our workflow immensely:
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- Send emails from Airtable: Sending follow-up emails is not new for us. However, we automated the process through Airtable so they look a lot nicer and we have a record of all emails sent as well.
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- āNew appointmentā notifications: A Slack channel notifies the team each time we get an office hours sign up, enabling us to proactively pre-screen appointments to ensure that all form fields have been filled out, all needed info is included, and that the appointment is appropriate for HBOH.
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- āNeeds follow-upā alerts: We are committed to consistently sending follow-up emails after each appointment. Airtable searches for records that require a follow-up and the Slack channel alerts the team when there are records that need our attention.
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š³Airtable Forms
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We are also making use of Airtable forms. At the end of every appointment, youāll receive an email to complete an anonymous 2-question survey to rate the quality of support that you received during your appointment. This allows us to measure customer satisfaction (CSAT) and also keep all data for office hours in one place.
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š Measuring Success
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To continuously improve how our community gets help ā and how we help our community ā this base also monitors the following KPIs:
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- Customer Satisfaction (CSAT): This metric measures the quality of support that was received in an office hours session. A score of ā„80% is a good indicator of success, based on industry standards.
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- Rate of Resolution: This metric is used to evaluate how well we are able to resolve questions during an appointment and to determine the overall efficacy of HBOH. Industry standard for benchmark rate of resolution is between 65-75%. Appointments with no resolution may indicate areas of opportunity for us to request additional information or to redirect questions to more appropriate support channels.
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- Internal Homebase Team Rating: This metric is a 5-point rating scale (1-5 stars) to measure the quality of support that we feel we were able to provide during an HBOH appointment alongside comments to support the rating.